Application Support Analyst (CRM & Client Portal)

Libertex Group Overview

Established in 1997, the Libertex Group is an international powerhouse with over 26 years of financial markets expertise.

Over the years, the Libertex Group has helped shape the online trading industry by merging together innovative technology, market movements and digital trends. This was made possible with the introduction of ‘Libertex’, the multi-awarded online trading platform with which anyone can access the market and invest in stocks or trade CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others.

A firm believer in the power of sports to inspire, empower and push for success, Libertex is the Official Online Trading Partner of KICK Sauber F1 Team. 

The Libertex Group in Numbers:

• 26+ years of fintech experience
• 3M+ clients worldwide
• 800+ employees
• 45+ international awards (for Libertex)
• 300+ tradable assets (through Libertex)

The Libertex Group is constantly driven by a single passionate purpose – to tirelessly work on developing amazing fintech for people who simply want to have ‘more’ in their lives.

Job Overview

We are looking for an Application Support Analyst to act as the first line of support for our CRM and Client Portal systems. The role bridges business users, product owners, and external vendors by providing hands-on system knowledge, troubleshooting incidents, and ensuring smooth daily operations.

This position is ideal for someone with forex industry experience (client support, backoffice, or dealing desk) who wants to move into a more technical/system-focused role.

Requirements

• Degree in Computer Science, Business Management or any other relevant field. 

• At least 3 years of experience in a similar role within the Forex industry, or experience in Customer Support, Back Office, Dealing, or a related function.
• Strong understanding of  CRM, client portal, and back-office systems and their operational workflows.
• Analytical and detail-oriented, with the ability to investigate and resolve issues across multiple systems.
• Excellent communication skills, able to act as a bridge between business stakeholders and technical or vendor teams.
• Experience with Jira, Service Desk or similar ticketing system is an advantage.
• Basic technical understanding of databases, APIs, configurations is an advantage.

Main Responsibilities

• Serve as the first point of contact for system incidents and user issues from internal stakeholders).
• Investigate and resolve L1–L2 issues, including configurations, user roles, data validations, and workflow problems.
• Log and track incidents in Jira and Service Desk; escalating to Product Owners as needed.
• Document fixes, system behaviors, and known issues in Confluence knowledge base.
• Work closely with the QA team to reproduce bugs and prepare cases for escalation.
• Provide feedback to Product Owners on recurring issues or potential enhancements.
• Support new system releases and updates.
• Train internal users (customer support, backoffice, sales) on system features and updates.

Benefits

• 21 working days annual leave 

• Udemy Business unlimited membership 
• Corporate events and team building activities
• Professional and personal development opportunities in a fast-growing environment