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Client Support Senior Analyst - Treasury - 10617

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Noida

10 months ago
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Job Description

The Role: -

Manages first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable. Carries significant responsibility towards managing the most complex client cases. 
 
Performs full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.).
Analyze client requests and requirements, reproduces technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution.  The main responsibilities will consist of solving complex technical and configuration problems, reacting to critical issues on a timely basis and the expert support of clients using ION software. A significant portion of time is spent building client relationships, fixing client issues and liaising with R&D to report issues and work on code and configuration solutions.
Maintains their cases in a JIRA-, IIMIS-, SF system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates.  Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
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