Associate, Product Support

Responsibilities:

• Become an expert in all facets of supported financial products (iLEVEL & Prism)
• Provide outstanding client services by presenting timely and positive resolutions to clients across all aspects of application support
• Effectively and efficiently troubleshoot client issues to resolution and escalate as needed, work with internal groups to document issues, and deliver effective solutions
• Monitor all incoming support channels to address client inquiries quickly and efficiently, manage multiple requests simultaneously.
• Maintain multiple client-reported questions or issues, document written and verbal communication in our internal CRM system.
• Work directly with senior managers on a regular basis, collaborate with colleagues across business lines and regions.
• Direct clients to Account Managers or training resources to ensure optimum usage across the organization

What Were Looking For:

The ideal candidate is inquisitive and quick learner of new technologies and financial products, while effectively communicating and engaging clients. They are detail-oriented, enjoy finding solutions for complex issues, and have the ability to provide step-by-step solutions.

• Ability to pick up/learn new technologies & Financial products easily
• Ability to quickly absorb and put into practice new information, instructions, or procedures, while seamlessly performing current job tasks
• 1 to 3 years of relevant client-facing experience can be a plus
• A Bachelors degree plus Masters degree (or equivalent), preferably BE/BTech/Bcom/BBA/BBM plus MBA.
• Strong written and verbal communication skills
• Someone who deals with challenging concepts and complexity comfortably
• Knowledge in REST API can be a plus
• A solid foundation of Excel skills. Good understanding of financial markets and securities.