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 environment in global organizations, with robust knowledge of customer service, support, technology, risks, architecture and related tools.
• Prior knowledge to RISK management applications, exposure to the Financial Services industry is a must.
• Experience with application and systems support is preferred.
Specific requirements:
• Bachelor’s degree in communications, Business, or a related field preferred; or equivalent practical experience in a customer-facing role.
• 2+ years of experience in a customer-facing technical support or helpdesk role.
• Team player – focus on the success of the whole team. Working well both with others, as well as individually.
• Excellent stakeholder management skills.
• Good listening and analytical skills – being able to come to a thoughtful and business focused conclusion quickly.
• Ability to see the customer perspective, i.e. from a business point of view, the most secure solution is not always workable or realistic considering costs and benefits.
Competencies
Technical Skills:
· Proficiency in Microsoft Office
· JIRA
· Service Now
Behavioral Skills:
- Customer Centricity: A strong desire to help others and a commitment to providing a positive client experience.
- Communication: Excellent verbal and written communication skills in English, with the ability to explain complex technical concepts simply.
- Analytical Thinking: Strong problem-solving skills and the ability to investigate issues logically and methodically.
- Time Management: Ability to prioritize a high volume of tasks effectively in a fast-paced environment.
Conduct:
- Be a role model, supporting and fostering a culture of good conduct.
- Demonstrate proactivity, transparency and accountability for identifying and managing conduct risks.
- Consider the implications of your actions on colleagues, partners and clients before making decisions, and escalate issues to your manager when unsure.
Location: Preferred Chennai, India