1213 Product Support Jobs - Page 6

We are looking for a motivated Product Support Engineer to join our team. In this role, you will act as the primary point of contact for customers, providing technical support and troubleshooting assistance for our products. You will work closely with cross-functional teams including engineering, product management, and sales to resolve customer issues efficiently and contribute to product improvements. The ideal candidate will have strong problem-solving skills, technical knowledge, and a passion for delivering exceptional customer service.

Role & responsibilities Analyze problem tickets, identify the root cause, and implement appropriate solutions or workarounds. Assist users in understanding and utilizing the application effectively. Provide training, guidance, and troubleshooting assistance to ensure users can make the most of the software. Perform routine maintenance tasks such as application updates, patches, and configuration changes to ensure optimal performance and security. Create and maintain documentation related to application support processes, known issues, and solutions. Work closely with cross-functional teams such as developers, quality assurance, and infrastructure teams to address complex issues and implement enhancements or bug fixes. Respond to and resolve incidents within agreed-upon service level agreements (SLAs). Prioritize and escalate issues as necessary, ensuring timely resolution. Monitor application performance, identify bottlenecks, and propose Preferred candidate profile With your amazing 2 to 4 years of product support experience, displaying your history of producing excellent results. Knowledge of SQL/ Database languages, scripting, or query languages may be required, depending on the applications supported. Excellent problem-solving and analytical abilities to diagnose and resolve complex technical issues. Ability to work independently and collaboratively in a fast-paced environment. Experience with incident management systems, ticketing systems, or IT service management (ITSM) tools is a plus.

J. P. Morgan Liquidity & Account Solutions (L&AS) works with global clients with complex cash management needs who operate across multiple countries, currencies, legal entities, and time zones, including multi-national corporations, high-growth technology companies, commercial banks, non-bank financial institutions, central banks, and broker dealers. Our advanced, end-to-end solutions combine physical, notional, and virtual techniques to enable our clients to achieve visibility, control, and optimization of working capital. Job Summary As a Product Associate in Liquidity and Account Solutions (L&AS), you play a crucial role in supporting the transformational change agenda of Account Solutions Core Services at a global level. Responsibilities range from analyzing regulatory developments, designing operating models for optimization to understanding client business models, responding to client and regulatory queries, and supporting deal reviews. You will build strong partnerships with Product Management, Sales, Technology, Operations, Legal, and Compliance. Job Responsibilities Support activities such as ultimate beneficiary visibility, VS deal reviews, legal document negotiations, product support for technical development, and issue investigations. Collect and analyze metrics on product performance to inform decision-making. Support the regional Product Manager in the day-to-day management of Account Solutions products. Support the Account Solutions Deal Review Lead in the management of the Deal Review and its automation strategy. Collaborate with cross-functional teams to identify potential solutions that address client needs and align with business goals. Participate in planning sessions, contribute ideas and insights, and assist in the execution of product initiatives, ensuring timely and successful delivery. Contribute to the development of L&AS product strategy and roadmap. Ensure risk & control frameworks are maintained and partner with stakeholders, providing guidance and analysis, helping identify and escalate issues/risks/dependencies, and facilitating communication across impacted teams. Required Qualifications, Capabilities, and Skills Relevant experience in product management or Financial Services - Consulting / Strategy. Exposure to product life cycle activities including discovery and requirements definition. Excellent organizational skills; able to manage competing priorities under tight deadlines. High degree of initiative and proven ability to collaborate and build strong partnerships. Excellent analytical, problem-solving, and quantitative skills; ability to digest complex regulations and legal documentation. Advanced knowledge of PowerPoint and Excel skills; attention to detail is critical. Strong written and verbal communication skills, with the ability to prepare executive-level communications. Preferred Qualifications, Capabilities, and Skills Emerging knowledge of data analytics and data literacy. Emerging knowledge in Payments and Liquidity products. J. P. Morgan Liquidity & Account Solutions (L&AS) works with global clients with complex cash management needs who operate across multiple countries, currencies, legal entities, and time zones, including multi-national corporations, high-growth technology companies, commercial banks, non-bank financial institutions, central banks, and broker dealers. Our advanced, end-to-end solutions combine physical, notional, and virtual techniques to enable our clients to achieve visibility, control, and optimization of working capital. Job Summary As a Product Associate in Liquidity and Account Solutions (L&AS), you play a crucial role in supporting the transformational change agenda of Account Solutions Core Services at a global level. Responsibilities range from analyzing regulatory developments, designing operating models for optimization to understanding client business models, responding to client and regulatory queries, and supporting deal reviews. You will build strong partnerships with Product Management, Sales, Technology, Operations, Legal, and Compliance. Job Responsibilities Support activities such as ultimate beneficiary visibility, VS deal reviews, legal document negotiations, product support for technical development, and issue investigations. Collect and analyze metrics on product performance to inform decision-making. Support the regional Product Manager in the day-to-day management of Account Solutions products. Support the Account Solutions Deal Review Lead in the management of the Deal Review and its automation strategy. Collaborate with cross-functional teams to identify potential solutions that address client needs and align with business goals. Participate in planning sessions, contribute ideas and insights, and assist in the execution of product initiatives, ensuring timely and successful delivery. Contribute to the development of L&AS product strategy and roadmap. Ensure risk & control frameworks are maintained and partner with stakeholders, providing guidance and analysis, helping identify and escalate issues/risks/dependencies, and facilitating communication across impacted teams. Required Qualifications, Capabilities, and Skills Relevant experience in product management or Financial Services - Consulting / Strategy. Exposure to product life cycle activities including discovery and requirements definition. Excellent organizational skills; able to manage competing priorities under tight deadlines. High degree of initiative and proven ability to collaborate and build strong partnerships. Excellent analytical, problem-solving, and quantitative skills; ability to digest complex regulations and legal documentation. Advanced knowledge of PowerPoint and Excel skills; attention to detail is critical. Strong written and verbal communication skills, with the ability to prepare executive-level communications. Preferred Qualifications, Capabilities, and Skills Emerging knowledge of data analytics and data literacy. Emerging knowledge in Payments and Liquidity products.

About the Role Fivetran s SaaS Connector group builds and maintains the hundreds of connectors that keep our customers data flowing. As a Product Operations Manager, Connectors you will own the day-to-day rhythms and tooling that let the Connector PMs ship fixes, enhancements, and new features quickly and safely. You ll combine rigorous process management with hands-on technical chops to keep customer-visible quality high while unblocking the team to move fast. This is a full-time position based out of our Bangalore office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team. Technologies You ll Use Jira, GitHub, SQL, Slack, Google Workspace, Looker, Sigma, Zendesk, Salesforce, AI tools (e.g., GitHub Copilot, ChatGPT, Claude), and an internal Fivetran connector observability platform. What You ll Do Manage the Feature Requests Pipeline Triage and assign feature requests, and partner with Product Management, Engineering to remove bottlenecks and keep delivery on track. Oversee the entire lifecycle of feature requests while applying strong project-management discipline to maintain clear timelines, aligned stakeholders, and well-managed expectations. Own Team Process & PDLC Design and run weekly stand-ups, backlog refinement, and monthly business reviews while building an evolving metrics cadence that equips product managers with timely, actionable insights to drive better outcomes. Lead Customer-Facing Communications Own and facilitate customer communications as part of managing the feature lifecycle. Ensure messaging reflects Fivetran s voice and tone, and proactively coordinate with Support and Engineering to minimize customer impact and support volume. Spearhead Internal Tooling Workflows Build and automate internal tools using AI/no-code tools (e.g., Slack/Jira bots, SQL checks, dashboards) that reduce friction in the product development lifecycle. Focus on enabling product managers to operate with more speed, visibility, and self-serve insight. Automation & AI governance Identify and build high-leverage automations (e.g., release-note generation, support triage, customer feedback tagging) to reduce manual work and accelerate delivery. Champion responsible AI usage by establishing scalable frameworks for prompt engineering, output review, and operational monitoring. Skills We re Looking For Experience 3 5 years in product, engineering, or operations roles within a SaaS or data platform environment; ideally 1+ year supporting ETL/ELT pipelines or connector/integration tooling. Technical Fluency Comfortable writing non-trivial SQL queries, automating workflows via scripts or low-code platforms, and debugging Jenkins or GitHub Actions pipelines. Automation Mindset Proven ability to identify manual, repetitive tasks and replace them with bots, dashboards, or internal tools that optimize team efficiency. Execution Discipline Strong understanding of Agile/Scrum practices, backlog hygiene, and phased rollouts (e.g., feature flags, cohort-based launches); capable of managing cross-functional dependencies with minimal supervision. Communication & EQ Skilled at translating technical connector-level issues into clear business context and customer impact; confident facilitator who drives alignment across Engineering, Product, Support, and Go-to-Market teams. Bias for Action You move fast, prototype early, and iterate using real data; comfortable operating with ambiguity and course-correcting quickly. Values Alignment Demonstrated commitment to Fivetran s Product norms: Customer-Centric, Curious & Innovative, Data-Driven, Kind & Candid, Resilient & Committed.

What you ll do: Design, model, configure, and implement Kinaxis/RapidResponse and process solutions to meet desired business requirements. Analyze business processes and systems processes & recommend improvements using Kinaxis/RapidResponse solution and processes. Participate in implementations and third level support as required. Ability to understand and drive regional solutions and implement controls that are fully auditable and compliant with business and control standards. Develops, demonstrates, trains, and drives regional or global solutions. Responsible for in-depth functional & business process knowledge of supply chain planning and execution, and Kinaxis/RapidResponse (required) - demonstrating global leadership. - Support the Product Owner in decomposition of epics into features and user stories - Support estimation of epics, features, technical enablers, and user stories - Ensure readiness of user stories for agile team according to definition of ready criteria (DoR) - Provide Level 1,2, and 3 product support as needed - Deliver functional specifications and configurations and process documentation in line with the agreed and approved design Work in partnership with divisional and regional business process owners on system requirements, processes, and systems. Manages requirements scope & disposition through process compliance & gap analysis, integration testing & user acceptance methodology. Provide knowledge and input on the system implications of business process changes. Help to identify consolidated, worldwide target processes. Demonstrates analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish presented user requests from the underlying true needs, and distinguish solution ideas from requirements. Applies project methodology and governance processes to the change control, system development life cycle and regression testing. Support end to end processes and has intermediate level understanding of system touch points. Works with the global governance team to ensure proposed solutions are in-line global solutions. Participate in business process improvement committees as needed. Strong communication skills - able to interect with senior level leaders at divisional or regional level. Able to explain complex system issues and decision points using common business language (without using IT terms and language) Cultivates innovation Qualifications: Bachelors degree from an accredited institution Total 7 years of experience with Minimum of 3-5 years relevant experience in Kinaxis. Skills: - Expert-level knowledge of Kinaxis/RapidResponse (preferable or Kinaxis Author level II certified or Kinaxis Admin Level I certified) - Kinaxis/RapidResponse expertise (required) with strong knowledge in Supply Chain Planning and Execution, fully demonstrated across many full-life cycle projects. Advanced knowledge of functional and technical capability including understanding of the core programming and database. - Experience with ERP and MRP (SAP, Oracle ASCP, MFG/PRO) systems - Integrations experience with ERP (SAP, Oracle, MFG/PRO, MAPICS) using ETL tools - APICS Certification (Nice to have?) - Understanding of lean agile principles and practices - Analytics and data-based decisions / analysis - Architecture maturity of delivered solutions" - Customer and stakeholder engagement and communications skills - Excellent written and verbal communication skills and the ability to communicate with all level of IT and businesses

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J. P. Morgan Liquidity & Account Solutions (L&AS) works with global clients with complex cash management needs who operate across multiple countries, currencies, legal entities, and time zones, including multi-national corporations, high-growth technology companies, commercial banks, non-bank financial institutions, central banks, and broker dealers. Our advanced, end-to-end solutions combine physical, notional, and virtual techniques to enable our clients to achieve visibility, control, and optimization of working capital. Job Summary As a Product Analyst in Liquidity and Account Solutions (L&AS), you play a crucial role in supporting the transformational change agenda of Account Solutions Core Services at a global level. Responsibilities range from analyzing regulatory developments, designing operating models for optimization to understanding client business models, responding to client and regulatory queries, and supporting deal reviews. You will build strong partnerships with Product Management, Sales, Technology, Operations, Legal, and Compliance. Job Responsibilities Support activities such as ultimate beneficiary visibility, VS deal reviews, legal document negotiations, product support for technical development, and issue investigations. Collect and analyze metrics on product performance to inform decision-making. Support the regional Product Manager in the day-to-day management of Account Solutions products. Support the Account Solutions Deal Review Lead in the management of the Deal Review and its automation strategy. Collaborate with cross-functional teams to identify potential solutions that address client needs and align with business goals. Participate in planning sessions, contribute ideas and insights, and assist in the execution of product initiatives, ensuring timely and successful delivery. Contribute to the development of L&AS product strategy and roadmap. Ensure risk & control frameworks are maintained and partner with stakeholders, providing guidance and analysis, helping identify and escalate issues/risks/dependencies, and facilitating communication across impacted teams. Required Qualifications, Capabilities, and Skills Relevant experience in product management or Financial Services - Consulting / Strategy. Exposure to product life cycle activities including discovery and requirements definition. Excellent organizational skills; able to manage competing priorities under tight deadlines. High degree of initiative and proven ability to collaborate and build strong partnerships. Excellent analytical, problem-solving, and quantitative skills; ability to digest complex regulations and legal documentation. Advanced knowledge of PowerPoint and Excel skills; attention to detail is critical. Strong written and verbal communication skills, with the ability to prepare executive-level communications. Preferred Qualifications, Capabilities, and Skills Emerging knowledge of data analytics and data literacy. Emerging knowledge in Payments and Liquidity products. J. P. Morgan Liquidity & Account Solutions (L&AS) works with global clients with complex cash management needs who operate across multiple countries, currencies, legal entities, and time zones, including multi-national corporations, high-growth technology companies, commercial banks, non-bank financial institutions, central banks, and broker dealers. Our advanced, end-to-end solutions combine physical, notional, and virtual techniques to enable our clients to achieve visibility, control, and optimization of working capital. Job Summary As a Product Analyst in Liquidity and Account Solutions (L&AS), you play a crucial role in supporting the transformational change agenda of Account Solutions Core Services at a global level. Responsibilities range from analyzing regulatory developments, designing operating models for optimization to understanding client business models, responding to client and regulatory queries, and supporting deal reviews. You will build strong partnerships with Product Management, Sales, Technology, Operations, Legal, and Compliance. Job Responsibilities Support activities such as ultimate beneficiary visibility, VS deal reviews, legal document negotiations, product support for technical development, and issue investigations. Collect and analyze metrics on product performance to inform decision-making. Support the regional Product Manager in the day-to-day management of Account Solutions products. Support the Account Solutions Deal Review Lead in the management of the Deal Review and its automation strategy. Collaborate with cross-functional teams to identify potential solutions that address client needs and align with business goals. Participate in planning sessions, contribute ideas and insights, and assist in the execution of product initiatives, ensuring timely and successful delivery. Contribute to the development of L&AS product strategy and roadmap. Ensure risk & control frameworks are maintained and partner with stakeholders, providing guidance and analysis, helping identify and escalate issues/risks/dependencies, and facilitating communication across impacted teams. Required Qualifications, Capabilities, and Skills Relevant experience in product management or Financial Services - Consulting / Strategy. Exposure to product life cycle activities including discovery and requirements definition. Excellent organizational skills; able to manage competing priorities under tight deadlines. High degree of initiative and proven ability to collaborate and build strong partnerships. Excellent analytical, problem-solving, and quantitative skills; ability to digest complex regulations and legal documentation. Advanced knowledge of PowerPoint and Excel skills; attention to detail is critical. Strong written and verbal communication skills, with the ability to prepare executive-level communications. Preferred Qualifications, Capabilities, and Skills Emerging knowledge of data analytics and data literacy. Emerging knowledge in Payments and Liquidity products.

A career in our Advisory Acceleration Centre is the natural extension of PwC's leading-class global delivery capabilities. We provide premium, cost-effective, high-quality services that support process,

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Content Management/ Web Publishing.

YOUR IMPACT: Achieve high levels of customer satisfaction when responding to customer requests via phone or email Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels Ensure customer has best product that suits their needs Participate in the content creation lifecycle for support documentation WHAT THE ROLE OFFERS: Assist customers with live and deferred transactions via phone and email with technical support inquiries. Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues. Learn the technical architecture of company products. Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements Work with Tier 2 and Tier 3 engineers on technical escalations, bug and a feature request Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time Become trained to support additional products within the product suite Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions. Assist in the content creation/editing process for our knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant. WHAT YOU NEED TO SUCCEED: Ideally, 6 months - 1 years experience supporting windows applications Minimum 6 months of answering Inbound call experience for supporting global customers. AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement. Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers. Heavy telephone usage. Experience with configuration and implementation of Microsoft and/or Linux based servers. Knowledge of Active Directory and Microsoft Exchange. Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP). Ability to analyze technical problems without visual contact with the machine. Excellent learning skills. Experience with troubleshooting Cloud based backup and hosted exchange applications with Windows/Mac OS environments (To include but not limited to Outlook, Teams, OneDrive, SharePoint, Intune) Experience with mail configuration on android/IOS mobile devices Ability to utilize available resources to the fullest; must have excellent computer skills. Ability to organize and manage multiple priorities. Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions. Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers and partners.

The Role: This Support engineer role covers level 2 technical Support for all Morningstar Australasia applications, products and services and therefore requires both a structured service mindset together with strong technical focus. This role requires you to investigate, troubleshoot and drive issues to successful resolution in accordance with outlined service level agreements while actively communicating with various stakeholders and internal teams. Proactive monitoring, management and troubleshooting of business critical and operational processes is also an important aspect of this role. The ideal candidate is a self-starter who understands technology operations and prides in delivering exceptional customer service to Morningstars clients by quickly and accurately diagnosing problems and coming up with quick solutions. This is a fantastic growth opportunity for service minded individuals with a knack for software development to gain a wealth of experience on a broad range of technologies with a potential to transition into a high performing development team at Morningstar and be part of a global company. This position is based in our Navi Mumbai Office. Responsibilities: Perform monitoring, intake, troubleshooting of reported application & product issues. Facilitate and demonstrate accountability for technical problems until resolution. Coordinate & undertake releases for bug fixes with the technology team members. Mobilize fast response & resolution of production/client issues in co-ordination with Client Services, Operations, Product and Technology Teams. Suggest & coordinate system enhancements and improvements through active feedback and co-ordination with product & development teams on repeat issues affecting production systems. Ensure outlined Service level agreements are understood and met. Become an expert on Morningstar methodology, functionality, and product features via various channels and programs. Collaborate with Morningstar’s operations, development and product teams to resolve client issues in a timely manner and actively support the institutional & retail client base. Contribute to service improvement initiatives, and other related projects as needed. Communicate customer/product feedback to the Operations & Development teams. Requirements Bachelor’s degree. 3-5 years of full-time work experience in a technical support role Hands-on experience/working knowledge of following technologies: - Amazon Webservices toolset - Java on Linux platform (Highly desirable) - C#.NET on Windows platform (desirable) - Javascript, XML, XSL, JSON, jQuery, LinQ, Spring (Desirable) - T-SQL/SQL Server - Linux operating system from an application investigation/troubleshooting perspective Experience troubleshooting & supporting applications in a production environment. Financial industry background or interest preferred. Ability to understand and convey client business requirements to Operations, Product & Development teams. Ability to integrate into a team and work well with others Good written and oral communication skills in English. Ability to perform under tight deadlines. Ability to adapt to different situations and thrive in a challenging, fast-paced environment Experience with Agile methodologies such as Extreme Programming (XP) and Scrum Can-do attitude with good multi-tasking skills. Morningstar is an equal opportunity employer

Job Description Document Job Role: Customer Success EngineerFunction: Level 2 Escalation Support Engineer Location: Bangalore Shift: Rotational. Primarily US time zones (EST/PST support coverage) Job Summary: We are looking for a highly motivated and technically adept Customer Success Engineer (CSE) t o serve as a key escalation point for Zeta Marketing Platform (ZMP). This role will interface directly with enterprise customers and internal teams to resolve complex technical issues, provide proactive guidance, and contribute to the continuous improvement of our customer experience. Key Responsibilities: Handle escalated customer tickets (L2) , perform in-depth root cause analysis, and drive timely resolution . Communicate with customers primarily via e-mail , and also through Slack, MS Teams and phone as needed. Collaborate cross-functionally with Product, Engineering, QA, Design and DevOps teams to investigate and resolve platform-level issues. Apply a structured and data-driven approach to debugging issues in areas such as API integration, campaign workflows, user interface, and data syncing. Provide technical walkthroughs and consultative guidance to customers on platform capabilities and best practices. Document solutions thoroughly in ticketing systems and contribute to the knowledge base for internal and customer use. Identify trends and proactively suggest product or documentation improvements based on recurring customer pain points. Participate in post-incident reviews, RCA documentation , and follow-ups with impacted customers. Provide support during product upgrades or critical incidents , including weekends or holiday coverage on a rotational basis. Required Skills & Experience: 3+ years of experience in a technical support or product support role in a SaaS or MarTech environment . Demonstrated ownership of L2+ escalation issues with strong analytical thinking and troubleshooting depth. Strong written and verbal communication skills with the ability to simplify complex technical concepts. Hands-on experience with web technologies : APIs (REST), HTML, CSS, JavaScript, SQL, JSON, and browser dev tools. Comfortable using tools like Postman, Grafana, Jira, Confluence or similar systems. Prior experience supporting US-based customers and working US time zone hours (minimum 1 year). Customer-first mindset with excellent consultative and advocacy skills. Ability to manage multiple priorities and deliver under pressure in a fast-paced support environment . Experience in writing or reviewing runbooks, playbooks, and RCA documents . Preferred Qualifications: Exposure to marketing automation platforms , customer data platforms (CDPs), or personalization engines. Experience with SQL-based investigation and understanding of event/data pipelines . Familiarity with tools like Honeycomb, AWS, Snowflake or similar platforms is a plus. Experience in incident management or working with on-call rotations using PagerDuty. Expereince in GenAI tools like OpenAI, MS Co-Pilot or Deepseek. Soft Skills: Self-starter who can work independently with minimal supervision. Strong collaboration skills and a positive attitude in cross-team environments. Detail-oriented with a passion for problem-solving and continuous learning.

Description & Requirements Product Support Analysts provide responsive, quality support to Infor customer via phone and remote system access. They are also responsible for documenting this support in the departments Service Now call tracking system. Use and creation of knowledge-based tools and documentation to diagnose, research and resolve technical issues . Responsibilities: This is a hybrid position normally defined by 3 days in office, 2 days WFH. Candidates should be prepared to work holidays, all shifts including India overnight hours. Provide product support by responding to incidents in a timely manner, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem. Work collaboratively within a team and mentor new hires to resolve customer issues in a timely manner. Develop and maintain effective customer communications by managing the customers expectations through use of negotiation, persuasion, diplomacy, and clear communication in the English language, ensuring customer satisfaction and customer retention. Generate hardware parts orders, when needed, ensuring that properly configured part requests are forwarded to the Infor Parts department. Provide application support to customer accounts for Infor products, specifically for Infor Restaurant Point of Sale products. Basic Qualifications: Strong command of the English language to effectively articulate complex ideas in simple terms to customers. Exceptional interpersonal and customer service/orientation skills. Experience range: 2-4 years work experience and knowledge of PC s, networks and hardware troubleshooting. Exceptional interpersonal and customer service/orientation skills. Working knowledge of current Windows and Linux operating systems and their associated tools and file structures. Proficiency in basic Microsoft applications (Word, PowerPoint, Excel) Industry knowledge: Understanding of fast food and/or POS restaurant operations and systems. Advanced problem solving and analytic skills Able to both multi-task and manage priorities effectively. Working knowledge of computer system networking topologies, troubleshooting and tools, including TCP/IP, O/S command line utilities, DHCP vs fixed IP addresses, and subnet masks. Working knowledge of the SQL databases and query language. One or more IT certifications, including but not limited to CompTIA A+, CompTIA Linux+, LPIC-1, and/or certification/training certificate in current versions of Microsoft SQL server, Windows Server, or Windows desktop operating systems. Preferred Qualifications: Familiarity with Point of Sale, restaurant, or fast-food work environments and terminology. Working knowledge of computer system networking topologies, troubleshooting and tools, including TCP/IP, O/S command line utilities, DHCP vs fixed IP addresses, and subnet masks.

Lead activities such as ultimate beneficiary visibility, VS deal reviews, legal document negotiations, product support for technical development, and issue investigations. Analyze metrics on product performance to inform strategic decision-making. Manage the day-to-day operations of Account Solutions products and support the automation strategy. Collaborate with cross-functional teams to identify solutions that address client needs and align with business goals. Lead planning sessions, contribute ideas and insights, and ensure timely and successful delivery of product initiatives. Develop and execute LAS product strategy and roadmap. Maintain risk control frameworks and partner with stakeholders, providing guidance and analysis, identifying and escalating issues/risks/dependencies, and facilitating communication across impacted teams. Required Qualifications, Capabilities, and Skills Extensive experience in product management or Financial Services - Consulting / Strategy. Proven track record in product life cycle activities including discovery and requirements definition. Exceptional organizational skills; able to manage competing priorities under tight deadlines. High degree of initiative and proven ability to collaborate and build strong partnerships. Excellent analytical, problem-solving, and quantitative skills; ability to digest complex regulations and legal documentation. Advanced knowledge of PowerPoint and Excel skills; attention to detail is critical. Strong written and verbal communication skills, with the ability to prepare executive-level communications. Preferred Qualifications, Capabilities, and Skills Advanced knowledge of data analytics and data literacy. Advanced knowledge in Payments and Liquidity products.

Working as a Global Product Manager, you will be responsible for seamless business operations for certain OPTIGA branded products within Edge Identity and Authentication (EIA) product group.You are excellent at stakeholder management including product managers, regional marketing teams, production management, supply chain management and sample center teams. You have strong analytical skills and structured problem-solving approach to mitigate risks, manage customer expectations. You thrive in a fast-paced work environment, drive clarity in ambiguity, excel in prioritization and make hard trade-offs. Job Description In your new role you will be doing below tasks: Business Operations: Business Management: Accurate volumes/revenue planning (short term and long-term), demand forecasting for EIA OPTIGA products in collaboration with product managers. Production lead time Management: Work closely with production management (PRM) supply chain management (SCM) teams to ensure production lead time adherence. Product Lifecycle management: Manage multiple product parts, samples, documenting product information in terms of FE BE facilities, BCP, demand and lead times, manage inventory scrapping product end of life decisions with product mangers. Cost Pricing management: Track improve operational costs, overall EIA profitability; Manage pricing strategy and quote management. Customer management: Manage customer expectations in terms of lead time, deliveries, and allocation; Extend prompt product support for business operations to customers, regional marketing sales teams. Quality management: Track and analyze quality indicators for EIA products and work with quality product managers for quicker resolutions. Business Analysis: Performance Monitoring and Analysis: Analyze EIA business performance, tracking of key metrics like revenue, orders, forecasts etc. and identifying key actions with product managers. Process Improvements: Build and implement best practices; Participate in continuous process operations improvement initiatives. Documentation and Reporting: Contract management, maintain accurate records of operational activities and create business dashboard for management. Your Profile You are best equipped for this task if you have: Experience: 8-12 years of related experience and at least a bachelor s degree in Electronics Engineering, Information Systems, Computer Science or related field. MBA is a plus. 4+ years developing strategic customer relationships. 2+ years working in a large matrixed organization. Technical Expertise: Understanding of semiconductor manufacturing processes, operations customer handling. Relevant experience in operations in EDA or Semiconductor industry. Problem-Solving Skills: Ability to identify, analyse, and resolve complex technical and operational issues. Have strategic and structured thinking yet detail oriented. Communication Skills: Ability to effectively communicate business information to both technical and non-technical stakeholders including customers. Teamwork: Ability to foster collaboration and build strong relationships with stakeholders across regions HQ. Project Management: Ability to plan, organize, and execute operations, manage resources, negotiate and meet deadlines. Analytical Skills: Ability to analyse data, identify trends, and make data-driven decisions. Crisis management: Ability to make hard trade-offs. Comfortable at risk-taking. Ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship. Continuous Improvement Mindset: Focus on identifying and implementing opportunities for process improvements, data management, and analysis. Contact: Jyoti.Vimal@Infineon.com We are on a journey to create the best Infineon for everyone.

We are seeking an experienced Product Support Engineer to join our dynamic team. This role demands strong communication skills, a deep understanding of e-commerce ecosystems, and technical curiosity to quickly learn and manage integrations using tools like Flxpoint, Rithum, and other configuration platforms. Experience: 3-5 Years Responsibilities for this Positions: Serve as the primary support point for day-to-day product, Data and operational queries. Work closely with Australian counterparts to manage and resolve issues efficiently. Handle supplier and marketplace onboarding support tasks. Investigate and resolve integration or configuration issues in platforms like Flxpoint, Rithum, and similar tools. Monitor and troubleshoot end-to-end data flows (from supplier ingestion to marketplace publishing). Perform root cause analysis and document findings. Collaborate with development and operations teams for continuous process improvement. Create and maintain SOPs, troubleshooting guides, and documentation. Required Skills Experience: Excellent communication skills, with proven experience collaborating with international teams (Australian client interaction is a plus). E-commerce domain experience is mandatory. Strong grasp of data flow processes, including understanding of upstream and downstream dependencies. Quick learner with the ability to work with integration and configuration tools (prior experience with Flxpoint, Rithum, ChannelAdvisor, or similar tools preferred). Analytical mindset with problem-solving and root cause analysis skills. Hands-on expertise with Excel formulas (VLOOKUP, XLOOKUP, INDEX-MATCH, IF conditions, Pivot Tables, etc.) and Google Sheets for data analysis and reporting. Experience using tools like Jira, Confluence, and documentation platforms. Comfortable working in a fast-paced, remote environment. Essential Qualification: BCA/MCA, BSC IT / MSC IT , B.E- CS/ME-CS, B.Tech IT, PGDC IT, MBA-IT, Any graduate in IT (Computer), Phd (computer). Familiarity with AWS (S3, basic infrastructure understanding). Experience with file-based integrations (CSV/XML handling). Basic SQL skills for data verification (optional but beneficial).

Overview: Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor s Best Places to Work Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.Scope:Deliver flawless application support to BY customers by resolving complex solution issues Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Implement Advanced Quality Prevention plans to improve solution and service reliability Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives. Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team. Adopt AI into day-to-day operationsOur current technical environment:i. Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issuesii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issuesWork Schedule: Rotational Shifts This role involves rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per shift schedule. Ability to handle responsibilities independently during off-hours.What you ll do:- Delivers excellent customer experience by - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. - provides direction and inputs for Root Cause analysis and proposes prevention ideas. - guides/assists team members to resolve medium complexity issues.- Proactively implements Advanced Quality Prevention quality plans including but not limited to - regular and proactive solution health monitoring process, tools and procedures - validation frameworks post application patching, upgrades and maintenance- Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.- Owns solution for customers. - Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value - Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness- Monitor and correct solution performance, stability, and sizing during customer roll-out phase- Early engagement in customer implementation projects including agile/multi-sprint projects - to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution - to gain very good understanding of customer business process, solution, and architecture - to ensure seamless delivery continuum into Operate through phased go-lives.- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.What we are looking for: Bachelor s degree (STEM preferred) and minimum 8 to 10 years of experience in Customer Support or Product Support Strong Supply Chain domain experience Warehouse Management System Knowledge Preferable Possess Strong Techno-Functional Expertise Tech Savvy able to adapt to any technology faster Experience of managing ERP products is preferred Provide technical and solution leadership during Critical/Major issues. ITIL Certification Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability Experience with API management platforms providing / consuming RESTful APIs Experience with varied tools such as AppD Splunk Experience handling a team is a plus-Behavioral: Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues. Demonstrates enhanced Customer communication situation management skills. Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products). Possesses strong sense of urgency from both Customer and company perspective, defines priorities. Global representatives for key initiatives and projects Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership. Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others. Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path. Ability to lead or Guide a small team to achieve customer/business objectives. If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers. Does your heart beat like oursFind out here: Core Values

Overview: Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor s Best Places to Work Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.Scope:Deliver flawless application support to BY customers by resolving complex solution issues Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Implement Advanced Quality Prevention plans to improve solution and service reliability Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives. Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team. Adopt AI into day-to-day operationsOur current technical environment:i. Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issuesii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issuesWork Schedule: Rotational Shifts This role involves rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per shift schedule. Ability to handle responsibilities independently during off-hours.What you ll do:- Delivers excellent customer experience by - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. - provides direction and inputs for Root Cause analysis and proposes prevention ideas. - guides/assists team members to resolve medium complexity issues.- Proactively implements Advanced Quality Prevention quality plans including but not limited to - regular and proactive solution health monitoring process, tools and procedures - validation frameworks post application patching, upgrades and maintenance- Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.- Owns solution for customers. - Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value - Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness- Monitor and correct solution performance, stability, and sizing during customer roll-out phase- Early engagement in customer implementation projects including agile/multi-sprint projects - to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution - to gain very good understanding of customer business process, solution, and architecture - to ensure seamless delivery continuum into Operate through phased go-lives.- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.What we are looking for: Bachelor s degree (STEM preferred) and minimum 8 to 10 years of experience in Customer Support or Product Support Strong Supply Chain domain experience Warehouse Management System Knowledge Preferable Possess Strong Techno-Functional Expertise Tech Savvy able to adapt to any technology faster Experience of managing ERP products is preferred Provide technical and solution leadership during Critical/Major issues. ITIL Certification Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability Experience with API management platforms providing / consuming RESTful APIs Experience with varied tools such as AppD Splunk Experience handling a team is a plus-Behavioral: Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues. Demonstrates enhanced Customer communication situation management skills. Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products). Possesses strong sense of urgency from both Customer and company perspective, defines priorities. Global representatives for key initiatives and projects Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership. Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others. Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path. Ability to lead or Guide a small team to achieve customer/business objectives. If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers. Does your heart beat like oursFind out here: Core Values

Helping customers solve technical issues with Zeta Interactive Product Applications. Answering questions from customers about the features and capabilities of our Zeta Application products. Developing customer-facing documentation on using certain features on needed basis. Communicating customer needs and wishes to our development and engineering staff. Shift Timings: Night Shift (EST & PST) Education: (2023, 2024 Pass outs) BTech (CSE / IT) with Min 70% BSC (MSCS / MPCS) with Min 80% Must have Skills: Functional Skills and Experiences Problem solving and debugging skills Good interpersonal and communication skills Flexible in working outside of core business hours at short-notice Should have excellent written and verbal communication skills Technical Skills (Basics): MySQL/Oracle database knowledge on Linux Operating system Web technologies & Networking Good To Have: Experience with DSPs is a plus. Knowledge on programmatic ecosystem. Personal Qualities : Strong customer service and support focus with a desire to deliver a high-quality service Self-motivated and highly professional with ability to lead and take ownership and responsibility Ability to multi-task, work under pressure and to tight deadlines A desire to learn and improve skills and knowledge Fast learner, energetic and enthusiastic Adaptable and flexible to business demands Positive can-do attitude Team player Soft spoken, work oriented, conscientious. Good decision making and problem-solving skills. Friendly, reliable, positive and acts appropriately and proactively.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal network

Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet Mandatory Skills: Institutional Compliance. Experience: 8-10 Years.

Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet

Responsibilities: Hands on experience with asset servicing, processing of paydown, interest and corporate actions for bonds- both mandatory and voluntary corporate actions. Hands on experience of using Bloomberg / Refinitiv / DTC for checking trade tickets, accrued interest, corporate actions etc. Good to have knowledge on deal documents for private bonds. Good to have knowledge on waterfall payments. Reconcile cash and positions across all funds on daily basis using DUCO platform Work across multiple groups to troubleshoot technical and accounting. Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Custody / Internal team for resolving exceptions on daily basis. Escalation of unresolved cash and position breaks to Manager and onshore team Create SOP and participate in training program Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed Review and action incorrect PNL changes in the system (Geneva) vs Thirdparty or Day over day changes. Understanding of Accounting knowledge like PNL, Realized and Unrealized, FX PNL, Accrued Interest / Daily Interest on the various asset class like Bonds, Pvt Deal etc Review Deal Document / Credit Agreements / Notices for the asset setup in Geneva Desired Candidate Profile: Knowledge of Private Deals / Bonds Processing experience of using Geneva as a tool for booking capital activities, bond paydowns and interest (both fixed and variable bond) Reconciliation experience of Cash and Position using DUCO or any other Recon platform Hands on experience of processing activities manually in Geneva related to Credit events. Good to have knowledge on private placements, Bloomberg, Refinitiv/DTC, Bond Trade lifecycle Awareness of Agents Banks, Trustees and Custodian role in supporting Private Credit assets Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Payroll(HCM).