Sr Client Services/Customer Care Support
- Markit
- 1 - 3 years
- Bengaluru
- 2 years ago
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Job Description
- Be the key point of contact for first level escalations and communication efficiently to SD & client.
- Acknowledge internal and client emails, work on the ticket assigned within SLA.
- Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned tickets. Follow proper protocol/disclaimer when setting expectation with client
- Follow proper protocol/disclaimer when setting expectation with client
- Provide Client Support and technical issue resolution via E-Mail, phone, and another electronic medium.
- Incident Recording, Classification, and Initial Support. (Tier 1 of our Incident Management)
- Major Incident Management - Trigger the Escalation Process Accordingly in case of failure with the Initial Support.
- Extend our Monitoring Platform, Documentation & Knowledge Base.
- Proactive monitoring of services, CPU, Network, disk usage.
- Updating the resolution of new technical issues to the team members.
- Perform Troubleshooting steps for bringing site up, like reset IB Services etc.
- Check all the Process and Procedure documents available in the process library. Adherence to Process and Procedures as mentioned in the Knowledge Library. Contribute to Knowledge base library.
- Take part in Review calls, Cab and other Adhoc calls wherever applicable.
- Familiarize with new technologies/new client as and when introduced.
- Ensure Proper documentation has been adhered to and all the troubleshooting steps, taken and documented in the ticket.
- Take part in Adhoc training. Enhance his/her knowledge on new skills based on the Corleone Requirement
- Highlight and address any new issues such as any process related issues as reported by techs, issues found while doing scrubs, issue found when raising new access request, issues found when handling escalations
- RCA and Timeline for Incidents.
- Site or Portal - (Creation / Shutdown / Maintenance)
- Monthly SLA Reports.
- Work in a 24x7 rotational schedule.
- Uses configuration tools to implement Client Financial Reporting websites for our clients.
- T he ideal candidate for the Technical Analyst role has a background supporting users of web applications and troubleshooting issues customers may experience when using such an application.
- The applicant must have strong analytical skills, a passion for delivering excellent customer service, be well organized and able to multi-task and prioritize in a fast-paced environment.
- Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively
- Accomplishes configuration project requirements under the guidance of project managers and Senior Technical Analyst staff; configures data acquisition services, views, dashboards, and workflow solutions for our financial services clients.
- Utilizes knowledge of product features and best practices to make solution recommendations and estimate work effort.
- Assesses customer-reported issues and applies department and organization objectives to determine prioritization and escalation; proactively communicates regarding identified issues
- Serves as an internal knowledge resource for other members of the organization
Additional Job Description/Technical Skills:
- Basic to Intermediate Knowledge of SQL is a must.
- Basic Knowledge on AWS, AWS Console Navigation and working with AWS along with knowledge AWS Terms like EC2, VPN, Availability Zone, Regions, Security Groups, Route 53, RDS etc.
- Log Analysis along with Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
- Well versed with Server Knowledge and Technology- Operating System 2012, 2016 and 2019
- Basic Knowledge of Networking Commands
- Basic knowledge of ITIL (More emphasis on Incident, Problem and Change Management)
- BCP (Business Continuity Plan)/ Disaster Recovery Tests - Execution
- Server Software (Monitoring tools, Dashboards and Reporting)
- Basic Knowledge on IIS and Web Hosting.
- Good Interpersonal and communication skills.
- Self-starter with a fierce desire to learn and an ability to think outside the box
- Ability to work with a globally distributed team
- Must be able to work and excel in a team environment.
Education and experience
- Graduate in Any discipline (With no backlogs), 1-3 Years of Experience.
Personal competencies
- Personal impact
- Covered Under Additional Description
- Communication
- Good Communication both Written and Verbal
- Teamwork
- Must be a strong team player .
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT & Information Security,
Role Category: IT Support
Role: IT Support
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: IHS MarkitLocation(s): Bengaluru
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Keyskills: Vista Application support Change management Financial reporting Workflow Incident management Customer service Troubleshooting Financial services SQL
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Markit
Markit Ltd. was a global financial information and services company with over 4,000 employees, founded in 2003 as an independent source of credit derivative pricing. The company provides independent data, trade processing of derivatives, foreign exchange and loans, customized technology platforms an...
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