Customer Experience Job Template

2 weeks ago

Pune, Maharashtra, India Allvue Systems Full time

About Allvue:
We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets.

Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people.

We're looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry.

Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more.

With our common goals of growth and innovation, whether you're collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious.

We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do.

With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results.

Come be a part of the team that's revolutionizing the alternative investment industry. Define your own future with Allvue Systems

Education/Certifications:

  • Bachelor's Degree in Information Systems/Technology, Computer Science, or a related field in technical engineering.
  • Education or experience in SQL Scripting/Writing skills to debug and resolve SQL code.
- _ Desired:_ 2+ years of experience using high-level troubleshooting skills involving an in-depth investigation into software workflows, processes, integrations, high-level SQL-Code investigation skills using Joins and Queries, and other code logic.

Job Summary:

As an Application Support Engineer (ASE), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience.

ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients.

ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.


As an ASE, you must demonstrate excellent troubleshooting skills and advanced SQL Server T-SQL database skills, including understanding Join types, Sub-Queries, Functions, Stored Procedures, Optimization, SQL Scripting/Writing skills to debug and resolve SQL code, and other SQL concepts.

This position requires work during US business hours.

Requirements:

  • Advanced SQL Server T-SQL skills and database administration experience.
  • Indepth understanding of Join types, Sub Queries, Functions, Stored Procedures, Optimization, and other advanced SQL concepts
  • SQL Scripting/Writing skills to debug and resolve SQL code.
  • Considerable experience with XML/XPath/XSLT technologies is a plus.
  • Proficient in performing indepth analysis, complex technical troubleshooting, and problem resolution.
  • Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and handson testing.
  • Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and nontechnical audiences.
  • Selfstarter who can work independently.
  • Detailoriented, with solid organization and coordination skills.
  • Excellent customer service knowledge and skills.
  • Professional written and interpersonal skills.
  • Experience with Confluence and Jira ticketing systems.
  • Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
  • Experience using Slack or other message systems.

Responsibilities:

Technical and Standard Practices

  • Performing complex technical troubleshooting, determining root causes, and providing resolution.
  • Work independently and proactively solve problems without being directed by others.
  • Developing client solutions based on technical best practices.
  • Finding ways to increase productivity and improve client experience and satisfaction.
  • Timemanagement skills and the ability to establish reasonable and attainable deadlines for resolution.

Customer Centric Experience/Relations

  • Providing bestinclass customer experience/service.
  • Proficiency and willingness to handle multiple daily customer calls involving screenshares to collect details and troubleshoot reported technical problems at a professional and technical level.
  • Practice professionallevel soft skills when communicating with customers and internal staff.
  • Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

  • Writing and maintaining professionallevel internal and cust

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