Position Purpose

The Associate – Application Support is responsible for providing high-quality technical and functional assistance to our clients, ensuring their issues are resolved efficiently and professionally. The primary goal is to deliver an exceptional client experience by troubleshooting problems, providing clear guidance, and maintaining high standards of service delivery.

Scope: All of Group’s entities that consume services of the RISK ORM ICT GROUP Risk.

Responsibilities

Technical Support & Resolution

• Ticket Management: Manage the full lifecycle of support tickets, from initial intake to final resolution, ensuring all documentation is accurate and up to date.
• Troubleshooting: Analyze and diagnose technical issues, providing effective workarounds or permanent solutions to resolve client challenges.
• SLA Adherence: Respond to and resolve client inquiries within the agreed-upon Service Level Agreements (SLAs) to ensure timely service.
• Knowledge Base Contribution:



Document common issues and create "How-to" guides to help clients self-serve and to assist team members in faster resolution.
• Escalation Handling: Identify complex issues that require higher-level technical intervention and escalate them to the Team Leader or IT team with a detailed summary of the problem.
• Feedback Loop: Provide feedback to the Team Leader regarding recurring bugs or process friction to help drive product and workflow improvements.

Client Experience

• Service Delivery: Act as the primary point of contact for clients, ensuring a supportive and helpful experience.
• Communication: Keep clients informed of the progress of their tickets through proactive and clear updates.

Skills And Experience Required

• Successful candidate will have exposure to operating in application support workplace in global organizations, with robust knowledge of customer service, support, technology, risks, architecture and related tools.
• Prior knowledge to RISK management applications,

📌 Associate - RISK ORM - Application Support (Chennai)
🏢 BNP Paribas
📍 Chennai