Support Engineer Support Engineer …

Depository Trust Clearing Corporation
in Boston, MA, United States
Permanent, Full time
Be the first to apply
Competitive
Depository Trust Clearing Corporation
in Boston, MA, United States
Permanent, Full time
Be the first to apply
Competitive
Support Engineer
Careers ☰ GOCS CCC Support Engineer New 192063 Requisition # About this Opportunity

As a member of the Client Contact Center (CCC), the Support Engineer is responsible for providing client service support to DTCC clients via phone, e-mail or online tools. Expectations include an ability to build rapport and develop relationships with internal and external partners, strong problem resolution and troubleshooting skills and an ability to provide First Call Resolution to clients.

Business Unit: Clearing Agency Services & GOCS The Global Operations, Client Services & Administration group delivers world-class safety and soundness for the global financial services industry. The team provides DTCCs portfolio of core securities and superior transaction processing and client services support in an environment that minimizes risk and cost while maximizing efficiency.


What You'll Do

  • Accept incoming client calls, redirect client calls, if necessary, to appropriate support groups for resolution while identify and setting client expectation for follow-up during the initial client call
  • Manage multiple incoming issues taking responsibility for updating clients and escalating when necessary.
  • Liaise with other departments to ensure resolution to client issue or query
  • Provide follow-up and status update calls to clients, as documented in DTCC Service Outage/Disruption guideline
  • Maintain an unrelenting focus on meeting the needs/requests of our clients; including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

Sound Like You?

  • Minimum of 2 years of related experience
  • 1+ years experience in a Call Center/Help Desk role preferred
  • Bachelor's degree preferred

Additional Qualifications

Who We Are

With over 45 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities, data centers and offices in 16 countries, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm simplifies the complexities of clearing, settlement, asset servicing, data management, data reporting and information services across asset classes, bringing increased security and soundness to financial markets. In 2018, DTCCs subsidiaries processed securities transactions valued at more than U.S. $1.85 quadrillion. Its depository provides custody and asset servicing for securities issues from 170 countries and territories valued at U.S. $52.2 trillion. DTCCs Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes over 14 billion messages annually. To learn more, please visit us at or connect with us on , , and


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