Technical Client Service Representative
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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