Coverage: 7:00 AM ET to 6:00 PM ET,

Level: Associate to Senior Associate (Junior to Mid-Senior)

Role Summary The Support Services Specialist provides frontline to mid-tier application support for clients and internal users, ensuring stable operations across production and certification environments. Emphasis on SLA adherence, incident management, and clear client communication. Focus areas: user access, connectivity, session configuration, and issue resolution across core investment/wealth platforms.

Responsibilities

Ticketing, Queue, and SLA Management

- Manage incoming cases; monitor ticket system queue, resolve within SLAs.
- Review pending/aged tickets to prevent SLA breaches; escalate as needed.
- Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

User Support and Troubleshooting
- Provide support via email, phone, and remote sessions for application, access, and connectivity issues.
- Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.
- Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

Access, Identity, and Workplace Setup
- Administer users across production and UAT/cert (create/disable/update, roles, groups).
- Perform password resets and SSO troubleshooting across applications/regions.
- Configure hosted/terminal-style sessions (key mappings, logon flow, connectivity, profile tuning).

Client Communications and Reporting
- Draft/send client communications during service events; participate in service bridges.
- Produce operational reports (logins, registrations, access/usage, user inventory).




- Maintain client/sponsor contacts; schedule meetings to progress open items.

Documentation, Knowledge, and Governance
- Update/maintain KB pages and SOPs for repeatable tasks.
- Run audit reports for compliance and client requests; coordinate with application SMEs.
- Track team KPIs (SLA, volumes, satisfaction, escalations) and improve dashboards/reporting.

Monitoring and Operational Readiness
- Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.
- Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.

Collaboration and Continuous Improvement
- Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.
- Contribute to service bridge execution; complete incident forms and document actions/next steps.
- Support knowledge assessments, skills development plans, and bi-weekly cross-functional training.

Success Measures (KPIs)
- SLA performance: on-time resolution; minimal aged tickets.
- Queue health: low reopen rate; accurate categorization; clear next steps.
- Client satisfaction: positive feedback; reduced escalations.
- MTTR/MTTA: faster response and resolution for priority issues.
- Documentation freshness:



current SOPs, playbooks, and Knowledge articles.

Qualifications (Must-Have)
- 2-6 years in application support or service desk roles; financial services preferred.
- Strong command of ticketing workflows, SLAs, prioritization, and escalation.
- Hands-on user access/identity administration across production and UAT/cert.
- Proficiency with SSO troubleshooting, password resets, and role/entitlement management.
- Experience supporting client VPN access and end-to-end connectivity troubleshooting.
- Comfort with hosted/terminal-style session setup, key mappings, and profile configuration.
- Excellent written and verbal communication for client updates and bridge participation.
- Structured documentation habits (SOPs, KB, runbooks); availability from 7:00 AM ET and occasional off-hours.

Skills and Technical Knowledge
- Background in investment/wealth platforms or trading/portfolio systems.
- Experience creating KPI dashboards and operational reports.
- Knowledge of Microsoft Windows and macOS.
- Troubleshooting experience with printing, SFTP, and file-movement software.
- Working knowledge of VPN architecture and client office network connectivity.
- General understanding of networking and port connectivity.

Leveling Guide

Junior (Associate)

Executes SOPs; resolves standard tickets; escalates appropriately; maintains documentation.

Mid-Senior (Senior Associate)

Owns complex tickets; leads small bridges; improves SOPs/KBs; tunes alerts; mentors peers; partners with Client Services on escalations.

📌 Product Support Analyst (Bengaluru)
🏢 Cielo Talent
📍 Bengaluru