Senior Technical Support Specialist

2 weeks ago

Noida, Uttar Pradesh, India ION Full time

About the Role:


As a Senior Technical Support Specialist at ION Corporates, you will be the primary point of contact for clients reporting application-related issues and defects involving our enterprise software in the Financial and Commodity sectors. Your significant responsibility will be managing complex client cases, performing full case lifecycle management, and providing professional client-facing communication.


Main Responsibilities:



  • Manage first-line contact for clients reporting application-related questions and defects
  • Perform full case lifecycle management, including communication with internal teams and stakeholders
  • Analyze client requests and requirements, reproduce technical issues, and document steps for SMEs and engineering investigation/resolution
  • Solve complex technical and configuration problems, react to critical issues on a timely basis, and provide expert support to clients using ION software
  • Build client relationships, fix client issues, and liaise with R&D to report issues and work on code and configuration solutions
  • Manage cases in JIRA-, IIMIS-, and SF systems, manage individual KPIs, and perform issue troubleshooting and communication with functional areas
  • Handle requests, questions, and defects of all priorities, engage senior resources in case of escalations, and document lessons learned and case closure information for knowledgebase
  • Execute after-hours and on-call responsibilities

Required Skills, Qualifications, and Education:



  • Strong knowledge of Support Group processes in a financial or commodity related field
  • Understanding of advanced technology concepts
  • Knowledge of Software Development Lifecycle
  • Knowledge of finance and business terminology
  • Strong problem-solving and analytical skills
  • Self-motivated and service-minded, able to work independently and within a team, with excellent verbal and written communication skills
  • Able to read and understand contracts with clients and be commercially aware

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