Borsa italiana - Operational Client Supporto, intern

Operational Client Support Italy - Internship    

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.

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:

• To manage  Technical Incidents and Requests for external and internal customers in Test Environment, including application and network troubleshooting managing events through to conclusion 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.

• 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.

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

Join Euronext – Shape capital markets for future generations

Euronext is the leading European capital market covering the entire capital markets value chain, from listing, trading, clearing, settlement and custody, to solutions for issuers and investors. We operate seven national stock exchanges, handling 25% of European lit equity trading. Our products include equities, FX, ETFs, bonds, derivatives, commodities and indices. Euronext also provides clearing and settlement services through Euronext Clearing and our network of Euronext Securities CSDs. In addition, Euronext runs MTS, one of Europe’s leading electronic fixed income trading markets, and Nord Pool, the European power market. The company has a diverse domestic and international client base.

Find out more about us at: Euronext .com

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.

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.