The Team : We are responsible for providing 24 / 7 in-office product technical support for all our enterprise products.
Wondering what is In-office support? It includes monitoring and responding to email and phone queries to resolve issues with feeds, file format, API, first level data research and ad hoc project support.
The Impact : This is the first line of defense for all enterprise products. It involves monitoring product, validating, notifying clients, addressing client queries and raising improvements as per the procedure.
By enthusiastically identifying issues with product, the Associate will help provide excellent client experience.
What’s in it for you :
It will provide you with an opportunity to speak to global clients and understand their issues. This will hone your partner management and interpersonal skills.
You will get to liaise with different product teams, development teams, and Platform managers to fix client issues.
You will be exposed to all of the enterprise products
You are going to be responsible for monitoring enterprise products and escalating to different stakeholders as per the standard escalation procedures
You will respond to client queries including interacting, understanding their issues, providing necessary follow-up, and setting expectations appropriately
You will dedicatedly monitor and notify clients for any delays, product improvements, or outages, or any performance issues on the platform.
You will develop a keen understanding of our products, and provide good client experience by identifying issues before the client contacts us
You will also be involved in researching and analyzing issues, determining corrective actions and coordinating and communicating with involved parties
What we’re looking for :
Basic Qualifications :
Bachelor's or Masters degree in Computer Science with 0-2 years of experience
Superb communication and analytical skills
Positive attitude with qualities of a great teammate
Problem solving and thinking out of the box
Ability to adapt and be flexible to changing requirements and procedures
Ability to take ownership and execute tasks independently
Willing to work in rotational shifts (any 5 days of the week)
Preferred Qualifications :
Having knowledge on SQL is an added advantage
Understanding of financial services and debt markets, and related Terminology will prove to be effective