Sr Client Services/Customer Care Support Analyst
IHS Markit
India - Gurgaon, Haryana
5h ago

Sr Client Services / Customer Care Support Analyst

Job description

Position title - Support Analyst

Location - Gurgaon

Business Function - Product

Reporting to - Support Lead

Department - Corporate Actions - Client Support - Support

Department overview :

Corporate Actions TM is one of the world’s most trusted post-trade software. As an international team of industry experts we architect and deliver intelligent post-trade software applications to the capital markets globally.

We have a proven history transforming business models for the world’s premier financial institutions, enabling them to enter new markets, reduce risk, increase profitability and improve service standards.

We do this by seamlessly managing the huge volume and complex processing of all core post-trade services. These include asset servicing, securities and cash processing, and post trade analytics.

Our team of experts supports our global customer base from offices in Dublin, New Delhi (Gurgaon), Singapore and Dallas.

Position summary

The Support Analyst position provides first level of support and consultancy services to our clients for resolution of software and data issues.

The Support team work directly with clients, product engineering, business analysis and DBA teams to ensure that any issues raised are resolved in a satisfactory manner.

Issues to be resolved are typically quite complex and require detailed investigation.

The position offers a great opportunity for growth within the company. There is also the potential opportunity for analysts to work on site with clients in locations worldwide.

Duties & accountabilities

  • Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools.
  • Responsible for incident logging, understanding the problem, prioritisation, independent assessment of impact and risks, and effectively resolving the issue.
  • Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution.
  • Keep up to date with new features and functionality enhancements in the applications being supported
  • Assist in requirements gathering and the delivery of Change Requests.
  • Assist in the preparation of specification documents, business requirements and impact assessments.
  • Assist in the implementation of projects, providing system knowledge and process understanding.
  • Responsible for maintaining relevant documentation.
  • Business competencies

    Education and experience

  • Bachelor’s degree in business or technology
  • Relevant experience of 2 to 5 years required
  • Experience in issue trouble shooting
  • Working knowledge of SQL
  • Working experience in customer facing role would be added advantage
  • Knowledge of capital market, corporate action, trade processing a definite plus
  • Working knowledge of change management process would be added advantage
  • Personal competencies

    Personal impact

  • Passionate about our business
  • Sound Technical and analytical skills
  • Significant customer service focus
  • Excellent problem-solving Skills
  • Attention to detail.
  • Self-motivated, proactive work ethic
  • Communication

  • Excellent interpersonal and communications skills
  • Teamwork

  • A proven ability to work effectively as part of a team
  • Company overview

    IHS Markit harnesses deep sources of information, analytics and expertise to forge solutions for the industries and markets that drive global economies.

    Our company partners with clients in business, finance and government to provide the unrivalled insights and perspectives that lead to well-informed, confident decisions.

    We call this The New Intelligence.

    IHS Markit serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500.

    We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace, chemical, and economics and country risk.

    Headquartered in London, IHS Markit (Nasdaq : INFO) is committed to sustainable, profitable growth.

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