eFinancialCareers

The CSSA reports to the Global Customer Services Manager. He/She is the first line contact for all clients and shareholders at all levels from internal Helpdesks through to Traders, Brokers and Board members, providing 24/5 coverage via shifts to Asia Pacific, European and the North American markets.

• Logging and owning calls through to resolution, on the Support and Change Management system, liaising with Development, Infrastructure and Account Managers.
• System Administration on all environments (Live, UAT, Training and T&H) following strict security and audit guidelines.
• Providing data and support to all types of clients, including providing daily update information to the Brokers to ensure maximum usage of the system.
• Answering all queries from general “How do I?” through to specific trade detail queries.
• Monitoring client connectivity and working as liaison between customer and technical services and other Third Party providers when any issues arise.
• Supporting internal testing and client UAT testing cycles, production upgrades, recording and testing faults.
• Optimizing trade volumes by proactively monitoring and trouble shooting potential trade queries, connectivity issues.
• Using Change Management (in conjunction with Head of Client Data Services) to monitor and maintain client service including planned outages and amending specific private data.
• Supporting the Testing team by performing functional test scripts.
• Ensuring they keep up to date with new developments and future functionality.
• Ensuring they actively increase their knowledge of the products that Swapswire support, current and future.
• Other ad hoc projects as they arise.

Contact:

Interested applicants should send their CV and a cover letter to careers.na@markit.com citing Job #112 in the subject line.