CSAT Technical Support Agent

Job 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. • 4) Support of departmental systems such as Wall Board, Schedule.  • 5) Responsible for the implementation of FTP “report delivery” and “transaction initiation” via Nexen Portal. • 6) Support ad hoc client requests as required eg macro’s, IVR reporting via the Nexen portal. • 7)Responsible for technical support of specific third party applications such as Fund Settle and External Enterprise.
Relationships:  • 1) 2nd level support to the CSAT Helpdesk • 2) Support path from/to CSAT Tier 2 • 3) Support path from/to Platform Management • 4) Direct client facing role  • 5) External Enterprise • 6) 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.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Asset Servicing
Internal Jobcode: 70107
Organization: Client Support And Training-HR16350
Requisition Number: 1915966