Application Support Executive
6 days ago
Job Description
Responsibilities:
- Provide exceptional support to end-users.
- Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.
- Develop the infrastructure and content of our knowledge base to continuously improve Client Services' ability to deliver its offering with greater efficiency and customer satisfaction.
- Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines, and achieve 100% client satisfaction.
- Periodically review software support logs; track performance and identify trends, anomalies, and opportunities for improvement
- Assist in the QA process of new iterations of the software
- Recognize end-user's need for additional products and services.
- Analyze each support request for root cause; determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
- Respond to e-mail and telephone support requests.
- Work with the Head of Support to supervise the entire support team and ensure they respond and resolve clients' issues as quickly as possible.
- Escalates urgent problems requiring more in-depth knowledge of appropriate internal resources.
- Must have a clear understanding of; case priority, problem severity, and response time targets.
- Ensure deadlines are met.
- Improve Zanibal's products and processes.
- Capture details of each support request in Zanibal's ticketing system.
- Help test fixes provided by the engineers and incorporate them into client sites.
- Participate in business meetings.
Requirements
- At least 3-5 years managing proprietary software support teams
- HND/Bachelor's Degree or equivalent experience
- Experience working in the Fintech industry that supports Banking, Securities Trading, and Asset Management businesses is preferred
- Technical background with a keen understanding of broader business needs and strategy
- Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation
- Strong presentation and technical writing skills to effectively communicate with other teams
- Ability to juggle multiple projects and prioritize work accordingly
- Experience with Agile/Scrum methodology
- Extraordinary customer service and relationship management experience
- Critical thinking skills
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