Description:
The Team: We are responsible for providing tech support for our business intelligence tool. We have a global footprint and are present in the US, Pakistan, India & Philippines. We provide opportunities to gain in-depth product knowledge & hone technical skills.
The Impact: We resolve client concerns and requests in a timely, efficient, accurate, and professional manner while exhibiting excellent customer service, ensuring client happiness and keeping the growth of our company under consideration. The role is going to help us deal with expert level client issues and develop subject matter expert on the Technical front.
What’s in it for you: Are you someone who gets frightened when you see an error message pop up on your computer or do you dig to explore the reason behind it? If you do the latter, you are someone we'd be interested in speaking with. Being in this role, you can:
- Associate yourself with a globally renowned financial industry leader
- Improve your technical expertise by working with a globally recognized and successful financial information and technology organization
- Be part of a company that is a results-focused meritocracy. We set high standards and value accountability. We seek to identify and reward extraordinary performance with growth opportunities
Responsibilities
- Provides high quality technical application support within a supported product range with minimal supervision. Not only resolve client issues, but provide long term fix. Majorly independent, handles tough client issues, point of contact for team. Serves as a resource for younger teammates.
- Provides assistance and training to other non-technical client support teams as well as other departments as needed. Contribute to the new hire onboarding process.
- Contributes to internal projects and processes. Provides feedback and contributes to improving internal systems. Generates new ideas around new projects with LEAN and automation in mind.
- Train new hires on Product, tools and Processes. Provide feedback on new hires to the management for better training. Seek to improve the onboarding process for new hires.
- Advanced understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage. Good understanding of open/closed technical bugs.
What We’re Looking For
- Strong technical skills and strong understanding of Windows platforms, internal platforms, CRM, etc. Experience with an exposure to various logging systems also desirable.
- You should be able to influence client satisfaction via removal of complicated technical hurdles with product usage. Able to make technical decisions that can impact clients in a moderate to significant way.
- Strong understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage.
- You also should have an appetite for providing superb customer service
- Solid understanding & working knowledge of MS Office (Word, Excel, PowerPoint)
- Experience in running network captures and product error logs.