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GOCS CCC Support Engineer

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  • 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

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