Borsa Italiana - Operational Client Support Internship Milano

Borsa Italiana - Operational Client Support Internship
Milano
Lombardia, Milano

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.

The Team participates actively to projects and it is involved in clients readiness.

Key responsibilities

This role covers the following responsibilities:

- 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.

- Help customers with Instrument related requests.

- Understand and achieve proficiency in the core competencies of the role across all products/services supported.

- Help Customers in test environment: operating on behalf of the customer, or matching their test orders on the platform, inserting liquidity in the test market in order to help the customer for creating the required test scenario.

- 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 is only describing the main activities within a certain role and is not exhaustive.

It does not prevent to add more tasks, projects.