Borsa Italiana - Operational Client Support Internship
Apply locations: Milan
Time type: Full time
Posted on: Posted 3 Days Ago
Job requisition id: R19872
Operational Client Support Italy - Internship Department description: Client Services & Membership (CSM) provides a range of customer and operational services across Euronext Group. The core services provided by the department are: Technical Account Management, Technical onboarding, Software Certification, and Client Support.
Team description: The Client Support (OCS team) is responsible for managing technical incidents and requests across a range of Markets and Services, spanning multiple venues across the Group and its partners.
The team provides support for Trading, Market data, and Post trade services across Equities, Derivatives, and Fixed Income Markets. The team works on a shift basis and participates actively in projects, being involved in clients' readiness.
Key responsibilities Manage Technical Incidents and Requests for external and internal customers in Test Environment, including application and network troubleshooting, managing events through to conclusion while maintaining customer communication. Use correct processes/procedures, tools, RACIs, SLAs, and escalation model; perform proactive customer alert management, where possible, and event logging in ITSM tool to help ensure appropriate levels of service quality are consistently and predictably delivered. Work to priorities set by Manager and Team Leaders. Achieve KPIs to help deliver Service Targets. Assist customers with Instrument related requests. Understand and achieve proficiency in the core competencies of the role across all products/services supported. Help Customers in the test environment: operating on behalf of the customer or matching their test orders on the platform, inserting liquidity in the test market to help the customer create the required test scenario. Candidate Profile Degree Level or good post A-level qualification Good knowledge of IT systems Proven Customer Service Skills Good communication and problem-solving skills We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view, and we are committed to providing an environment of mutual respect.
Additional Information This job description only describes the main activities within a certain role and is not exhaustive. It does not prevent the addition of more tasks or projects.
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