Customer Support Case Manager
Core
Manage and resolve customer queries related to the CHESS Replacement Project, ensuring timely resolution and clear communication.
Role type
Customer Support Case Manager
Builds
Case management processes and reporting for the CHESS Replacement Project
Domain
Financial markets / Securities exchange operations
Deliverable
client delivery
Required skills
Case triage, case assignment, stakeholder collaboration, SLA management, reporting generation, process improvement, knowledge base development
Responsibilities
Triage incoming customer queries, assign cases to internal teams, monitor case progress and escalate issues, generate performance reports, provide customer updates, identify trends for process improvements
Seniority
Individual Contributor
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