Technical Client Service Representative

euroclear - Poland | 2024-07-28 12:57:43

Our team

The ESES Client Technical Support and ESES/EB Access Management (also called CTS Communication) is in charge to : 

  • Onboard the clients on Euroclear communication means
  • Set up the client configuration on the Euroclear Business service following the customer demand.
  • Provide support on technical installation or client subscriptions
  • Follow up the incidents related to STP / Screens systems impacting the client activity 
  • Participate to internal and external project related to client activities to ensure a timely and smooth client implementation process for connectivity aspects.

Our mission

Euroclear offers a large panel of Business services to the EB and ESES clients. To connect our clients to these services, we manage the client configuration on the following : 

Screen applications

  • UAM (User Administration Management)
  • SAMS (Screen Access Management Services)
  • EasyWay
  • EuroclearConnect for Screens for ESES
  • T2S GUI (ECB Screen service)

STP systems

  • GCH : Group Communication Hub
  • GMH : Group Messages Hub
  • Network and Communication gateways (e.g. : SWIFT, BT, MFT…)

In the frame of the Client Communication & Reporting strategy, Euroclear launched a major project to centralise the Client STP services/setup on PEGA e-Admin.

Our team is interacting mainly with the external clients but we’re also offering expertise to other commercial teams or IT teams.

 

Your role

In ESES Client Technical Support and ESES/EB Access Management team, you will be in charge to:

  • Give a day to day support on the clients configuration
  • Onboard the EB and ESES clients on the Screen and STP systems
  • Monitor the incidents related to the Screen and STP systems

The client configurations have a strong dependency on the Business service opted and each

Euroclear client has specific demands. Your role requires to have a good business view with a strong client support perspective. 

  • Research and obtain the resolution of a variety of customer complaints and issues.
  • May be involved in technical incident management, including informing and liaising with clients about technical incidents/outages which might impact their business and participating in internal incident management groups and processes.
  • May serve as link between customer and sales staff to assure responsiveness.
  • Support the timely and quality implementation in migrating a client to a connectivity platform
  • Incumbents serve as interface between the client and all internal parties in preparation for new connectivity business being brought live and placed into production
  • Role may be advisory only, or may be “hands on” and include support such as project planning and testing support
  • Variants relate to interface with internal business and technical divisions as the primary determinant of the job match. 
  • Interacts with sales staff to clarify issues and interacts when required for limited escalations

Your Skills

  • Master degree
  • Knowledge on communication channels
  • Minimum of background on the technical aspects (Private network, Linux OS, File transfer monitor and MQ series basis…) – being interested to learn about this is enough
  • Can easily adapt to new circumstances/technologies/procedures 
  • Client focused and result oriented
  • Active listener , taking ownership to handle administrative tasks , Pro-active attitude , Flexible
  • Eager to develop yourself both in soft- and hard skills.
  • Team player
  • Quality-minded, risk aware and process oriented
  • Languages : English (fluent) and French ( not required but it is an asset )


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