CSAT Technical Support Agent

  • BNY Mellon
  • Manchester, UK
  • Nov 20, 2019
Job - Full time Aerospace engineering Astronomy Biology Computer Science Chemical engineering Engineering Health Science Life Science Mathematics Medical Sciences Chemistry Civil engineering Physics Psychology Social Science Teaching/Academics Technology Veterinary medicine

Description

Purpose:

  • To provide implementation and technical support to the BNYM Global Client base 

Principal Responsibilities: 

  1. Independently assists clients by responding to complex phone, email and other inquiries regarding the most technically advanced company products, services and proceedures.
  2. Manage the resolution of issues escalated from CTAS/CTAS Asia, as part of the technical Tier 2 function and be available for Helpdesk calls.
  3. Support of departmental systems such as Wall Board, Schedule. 
  4. Responsible for the implementation of FTP “report delivery” and “transaction initiation” via Nexen Portal.
  5. Support ad hoc client requests as required eg macro’s, IVR reporting via the Nexen portal.
  6. Responsible for technical support of specific third party applications such as Fund Settle and External Enterprise.

Relationships:

  • 2nd level support to the CSAT Helpdesk
  • Support path from/to CSAT Tier 2
  • Support path from/to Platform Management
  • Direct client facing role 
  • External Enterprise

Fund Settle Experience: (type and length of technical and/or business experience/track record needed – specify whether essential or preferable) : 

  • A broad and in-depth knowledge/experience of current and past IT technologies (essential)
  • A good working knowledge/experience of current and past IT technologies such as but not limited to, Windows OS, Internet Explorer, .NET (essential)
  • Experience in Financial Services Preferred.

Qualifications

Qualifications and Training (academic, professional and/or banking qualifications;– specify whether essential or preferable) :

  • Cisco/Microsoft or other industry standard qualification (preferable)
  • Educated to An A level (preferable)

Job skills & knowledge (skills, knowledge and behaviours relevant for the specific job - specify whether essential or preferable) : 

  • An awareness of current/future technologies and IT initiatives (essential)
  • Existing knowledge of CSAT London escalation paths and procedures (preferable)
  • Analytical and statistical skills (preferable)
  • Team player
  • Able to communicate verbally and written with external clients

BNY Mellon is an Equal Employment Opportunity Employer.

Experience level of the applicant we want

Some work experience, Graduate