Client Support Specialist (English+German) (f/m/d)

Deutsche Börse Prague Branch • Prague

Build the future of financial markets. Build yours.

Ready to make a real impact in the financial industry? At Deutsche Börse Group, we'll empower you to grow your career in a supportive and inclusive environment. With our unique business model, driven by 15,000 colleagues around the globe, we actively shape the future of financial markets. Join our One Global Team!

Want to learn more?

Who we are

Deutsche Börse Group is one of the world’s leading exchange organisations and an innovative market infrastructure provider. With our products and services, we ensure that capital markets are fair, transparent, reliable, and stable. Together, we develop state-of-the-art IT solutions and offer our IT systems all over the world. Play a key role in our mission: to create trust in the markets of today and tomorrow.

Prague

Your career at Deutsche Börse Group

Your area of work:

As a member of the Client Operations Support team, you will assist our clients with technical incidents, requests, and inquiries in tickets and service orders.

As a member of the Client Operations Support team, your primary focus will be assisting Deutsche Börse Group (DBG) clients with their technical needs related to DBG infrastructure and connectivity. This encompasses:

Incident Management: Troubleshooting and resolving client’s incidents as Level 1 support.
Request Fulfillment: Processing client requests, with a focus on new connectivity setups, changes and cancellations, as well as other connectivity-related needs.
Technical Support: Responding to technical inquiries from clients regarding z/OS systems and connectivity.
Internal Collaboration: Working with various internal teams on a range of tasks to ensure seamless client service.

Your responsibilities:

Provide first level customer support via tickets, e-mail and phone.
Manage and coordinate client’s network connectivity service requests from placement to fulfillment.
Coordinate and track customers’ requests and the entire network connectivity process.
Build and maintain strong interpersonal relationships with our customer base through prompt communication, predominantly via e-mail.
Build and maintain strong interpersonal relationships with our internal teams.
Maintain internal knowledge documentation.

Your profile:

University degree or equal experience
Fluency in written and spoken both - English and German is required.
Experience with client support is a plus
Distinct communication skills, client service experience and willingness to work in a team
Analytical skills with excellent understanding and anticipation of customers’ technical requirements
Fast learner, precise, detail-oriented, proactive, independent, and goal-oriented mindset.
Proven ability to organize, plan, and prioritize to meet customer needs.
Proficient in using state-of-the-art office products (Outlook, Word, Excel).

Would be an advantage:

Basic knowledge of SAP system CRM7
Understanding of the ITIL framework

You can look forward to our benefit package:

Hybrid Work and Flexible working hours
Work from abroad - 12 days of remote work from EU countries per year
Group Share Plan - discount on company shares
Pension fund contribution - 3% of your gross salary (5% after 5 years with us)
Health & Wellbeing - fully covered Multisport card, life & accident insurance, sick days and 100% salary contribution during sick leave (up to 56 days)
25 vacation days
Mobility - fully covered public transport in Prague & free parking
Flexible Benefit Account (Pluxee) - 1200 per month
Personal Development - annual budget of €690 ... and way more!

Why Deutsche Börse Group?

We are committed to providing a work environment where everyone feels welcome and can reach their full potential. Our standards go far beyond simply matching candidates with the right position.

Mobility

We enable you to move freely with our job tickets, job (e-)bikes and free parking opportunities.

Work environment

Collaboration, communication, or deep focus – in our modern office buildings you will find the perfect work environment. Free drinks and food and meal allowances included.

Health and wellbeing

We care for your health and wellbeing and besides various health promotion measures we offer you a group accident insurance and additional insurance offers at discounted rates.

Financial stability

We provide financial stability by offering attractive salaries, company pension schemes, participation in our Group Share Plan, as well as bonuses, subsidies and discounts.

Hybrid work

Collaborate and exchange on-site or work remotely several days a week in line with business needs and local regulations. Our hybrid working model combines the best of both worlds.

Flexible working hours

We want your job to fit your life situation and offer flexible working time models, childcare allowance, or the possibility to study alongside your job.

Internationality

Our market infrastructures are globally connected. Working with us means collaborating with like-minded colleagues across over 60 locations from more than 100 nations.