Application Support Engineer

Company Description:

is dedicated to providing investors and traders with the tools they need to succeed. We believe in matching the right strategy with the right stocks and tools to ensure everyone can win in the financial market. Our goal is to empower individuals to make informed investment decisions.

Role Description:

As a Application Support Person, you will play a crucial role in providing technical assistance and support to customers who are experiencing issues with a product or service. Your primary objective will be to ensure customer satisfaction by resolving their technical problems effectively and efficiently. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and problem-solve in a fast-paced environment.

Customer Technical Support Person Responsibilities:

• Respond to customer inquiries and provide technical support via phone, email, chat, or in person.
• Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
• Escalate complex issues to the appropriate team or senior support staff when necessary.
• Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.
• Collaborate with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.
• Stay up-to-date with the latest product knowledge and industry developments to provide accurate and timely assistance to customers.
• Provide product training to customers, guiding them on how to effectively use the product and its features.
• Maintain a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their questions are answered promptly.
• Continuously improve customer support processes and procedures by providing feedback and suggestions for efficiency and effectiveness.
• Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.

Required Skills:

• Strong technical aptitude and troubleshooting skills to identify and resolve customer technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
• Patience and empathy to handle customer inquiries and resolve issues in a calm and professional manner.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Strong problem-solving skills, with the ability to think analytically and logically to identify root causes and implement appropriate solutions.
• Familiarity with customer support software and ticketing systems to manage and track customer inquiries.
• Proficient in using remote support tools to assist customers remotely.
• Knowledge of basic networking principles and troubleshooting techniques.
• Ability to work independently as well as collaborate effectively within a team.
• Strong customer service skills, with a commitment to ensuring customer satisfaction.

Required Qualifications

• High school diploma or equivalent; additional technical certifications or a degree in a related field is a plus.
• Proven experience in a customer support or technical support role.
• Strong knowledge of computer hardware, software, operating systems, and trading software applications.
• Familiarity with common customer relationship management (CRM) systems.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

• Ability to adapt to changing technologies and learn new systems quickly.

• Bachelor's/Master's degree in Finance, Business Administration, Information Systems, or related field.

• Certification(s): NISM (Mutual Fund/Equity Derivatives), Agile BA certifications preferred.
• 5–8 years of experience in Business Analysis within Capital Markets / BFSI / Fintech.
• Experience working in hybrid business-technology roles.