Senior Analyst - Client Support, AxiomSL, FinTech
Nasdaq
- Mumbai, Maharashtra
- Permanent
- Full-time
Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.
Here, we’re committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our Case Management system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be encouraged to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow. There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role.Key Responsibilities
- Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment
- Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
- Main point of contact for client issue investigation and resolution. To work closely with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
- Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on brought up issues which require product or development input ensuring timely delivery of solutions to meet client expectations
- Critical issue to Senior Business Analyst where required to resolve issues
- Generation of MI reports using Case Management System, Confluence and Excel tools
- Maintain domain expertise in one or more AxiomSL products
- Lead on-site/remote client support sessions
- 3-5 years of first-line support experience
- Experience working on IT applications/systems and in the end-to-end development lifecycle
- Oracle, Microsoft SQL Server knowledge/practical experience
- Microsoft Excel experience
- Ability to work with minimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skills
- Attention to detail and accuracy are essential
- Strong communication skills and ability to work with a team in a dynamic environment and to deadlines
- Previous finance industry experience
- An understanding of key financial products and their main characteristics (i.e. equity products, preference shares, derivatives, convertibles, bonds, etc.)
- Highly organized and methodical approach to tasks
- Self-motivated attitude
- Result- and customer-oriented