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Senior Technical Associate

Please Note: The application deadline for this job has now passed.

Job Introduction


•    Have sound and up to date technical knowledge of specific products in order to answer technical queries accurately
•    To take responsibility for owning and resolving complex/contentious/legal cases or issues to a satisfactory conclusion and within N2 guidelines
•    Achieve and maintain competence under N2 Guidelines (where appropriate)
•    Respond to any technical enquires from internal and external customers in order to provide accurate solutions or advice
•    Be involved in projects as required
•    Provide training and guidance to individuals to ensure their technical knowledge is at an acceptable level
•    Provide colleagues with technical skills coaching and training to support the delivery of excellent customer service
•    Check work processed/produced by staff in line with Quality Assurance standards and provide technical feedback to appropriate staff to ensure training needs are identified and resolved.  Provide a support service to the area as required
•    Be able to provide technical management information about complaints, training needs and accuracy
•    Assist and implement improvements to processes
•    Analysis of legislation and planned product development to allow successful integration into BAU processes
•    Maintain and build effective and excellent working relationships with colleagues and customers
•    To design and develop training material to meet the needs of the business
•    Involvement in testing where required
•    Provide Technical support with Customer enquiries either via Telephony, Workflow or Paper, or by “Floorwalking Activity” or by on the job training
•    Supports the delivery of Service Level agreement targets and performance standards
•    To carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed
•    Have sound and up to date technical knowledge of specific products in order to answer technical queries accurately
•    To take responsibility for owning and resolving complex/contentious/legal cases or issues to a satisfactory conclusion and within N2 guidelines
•    Achieve and maintain competence under N2 Guidelines (where appropriate)
•    Respond to any technical enquires from internal and external customers in order to provide accurate solutions or advice
•    Be involved in projects as required
•    Provide training and guidance to individuals to ensure their technical knowledge is at an acceptable level
•    Provide colleagues with technical skills coaching and training to support the delivery of excellent customer service
•    Check work processed/produced by staff in line with Quality Assurance standards and provide technical feedback to appropriate staff to ensure training needs are identified and resolved.  Provide a support service to the area as required
•    Be able to provide technical management information about complaints, training needs and accuracy
•    Assist and implement improvements to processes
•    Analysis of legislation and planned product development to allow successful integration into BAU processes
•    Maintain and build effective and excellent working relationships with colleagues and customers
•    To design and develop training material to meet the needs of the business
•    Involvement in testing where required
•    Provide Technical support with Customer enquiries either via Telephony, Workflow or Paper, or by “Floorwalking Activity” or by on the job training
•    Supports the delivery of Service Level agreement targets and performance standards
•    To carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed

Role Responsibility

Take responsibility in processing and overseeing very complex cases, suspicious activity reporting, MI, data Scan Reports and client issues.  Also provide, when required, on the job technical enquiry support with internal or external customer enquiries and to input to projects when required.

The Ideal Candidate


All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:
•    To be quality driven, aiming for 100% accuracy and timeliness of delivery
•    To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
•    To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
•    To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
•    To communicate and promote the values which reinforce and support a consistent quality culture

About the Company

SS&C (formerly known as DST) is a global provider of investment and financial services as well as software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. Company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

DST

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