This role requires a resource to work in an US Shift Hour( 6:30 PM to 3:30 AM IST)
Key Responsibilities
- Diagnose and resolve client-reported issues related to software, hardware or network problems
- Take ownership of issues and investigate them to resolution.
- Ensures proper escalation and response to customer issues team both to the customer directly and to other departments within InvestCloud
- Adheres to, follows, recommends, updates and mentors junior staff members on standardized IT processes
- Focus on security practices and data segregation
- Ensure escalated issues are resolved in a timely and efficient manner
- Ensure daily scheduled activities are completed on time and with high a degree of accuracy
- Ability to digest changes and come up with readiness assessment
- Communicate transparent requirements to escalation point when needed.
- Ensure leverage of knowledge base and formal postmortems to continuously improve the platform
- Assist in identifying, developing and executing continuous improvement opportunities
- Facilitating business needs and priority identification
- Deep understanding of the companys products, services and systems to provide effective support
- Ability to identify recurring issues and patterns
Basic Qualifications for Consideration:
- Bachelors degree in computer information systems, Business Administration or a related field, preferred
- Minimum 3 years of experience in Application Support in system or quantitative analysis and business solutions development
- Advanced troubleshooting skills
- Prior experience supporting a cloud-based platform is a huge plus
- Strong customer service focus
- Excellent verbal and written skills required
- Excellent time management and organizational skills
- Must be able to work in a fast-paced, high-pressure environment and manage priorities
- Analytical skills with a dedicated eye to detail, thoroughness and follow up