Client Services Support Specialist

Role: Client Services Support Specialist

Chennai, India

Job Description

Our client is reinventing the market data business by streamlining and simplifying complex market data business processes. Our platform empowers data providers to gain efficiency and realize the full potential of their data assets. Our suite of purpose-built data administration tools allows data businesses of all sizes to increase revenue, reduce risk, and provide an improved customer experience without having to increase staffing footprint. Our team provides personal attention and guidance through best practices based on decades of industry experience to ensure successful implementation. Their clients include many of the worlds largest exchange groups and data providers including ASX, CME Group, TMX Group, and many others.

Client Operations team deals with all queries and requests from our “Clients” (Client Support) and our clients’ “Customers” (Managed Services) as they relate to using the live service.

Overview

We are seeking a dedicated and experienced Client Services Support Specialist to join our support team. This role involves overseeing daily support operations, ensuring efficient workflow, and maintaining high standards of client satisfaction. You will be responsible for executing support activities accurately and timely, adhering to company policies, and providing comprehensive client services support. We are particularly looking for mature, senior-level professionals with a proven track record in delivering high-quality support services.

Key Responsibilities

Daily Tasks:

1. System Status Checks:

• Verify the operational status of key systems and platforms.
• Monitor for any critical issues and identify new, ongoing, and recently resolved issues.

2. Hand Over Calls:

• Participate in regional handover calls.
• Review ticket activity and ensure accurate triage and updates.
• Document updates and key information as needed.

3. Sprint/Scrum Calls:

• Prepare and review tickets for upcoming sprints.
• Identify and prioritize critical tickets.
• Ensure ticket statuses are accurate, and follow-ups are planned.

Client Services Support

1. Initial Triage:

• Assess and assign incoming tickets, escalating critical issues immediately.
• Acknowledge client requests and perform initial analysis to determine resolution or need for escalation.

2. Ongoing Management

• Ensure timely resolution of tickets.
• Regularly update and monitor the ticket management dashboard.
• Manage user setup requests and maintain ticket documentation.
• Provide proactive support and maintenance to ensure smooth operation of client systems.

3. Incident Management

• Draft incident reports and update relevant trackers.
• Notify relevant stakeholders of incidents and follow up as needed.
• Coordinate with clients to ensure timely incident resolution and communication.

4. Ticket Quality Assurance and Testing

• Ensure that all tickets are thoroughly QA tested before being pushed for client testing.
• Monitor the progress of tickets through client testing phases and ensure timely feedback is received.
• Upon client sign-off, coordinate the push of resolved tickets to production environments.
• Follow up with clients to confirm successful resolution.

5. Client Prioritization and Communication

• Work closely with clients to prioritize their tickets based on urgency and business impact.
• Communicate regularly with clients to provide updates on ticket status and resolution timelines.
• Develop and maintain strong client relationships to ensure their needs are met and expectations are client.

6. Operational Support

• Process client orders efficiently and accurately.
• Support client billing processes, ensuring timely and correct billing.
• Act as subject matter experts for our platform, providing detailed support and guidance to clients and their customers.
• Develop and maintain a thorough understanding of the platform's features, functionalities, and best practices.
• Assist clients in navigating and utilizing the platform effectively to meet their business needs.

7. Documentation and Training

• Document support activities and resolutions.
• Track and maintain documentation for training and reference.
• Develop and update runbooks and standard operating procedures (SOPs) for client services tasks.

8. Monitoring and Metrics

• Monitor system alerts and performance metrics.
• Prepare and provide support statistics and metrics reports.
• Analyse support data to identify trends and areas for improvement.

9. General Operations

• Ensure access to client environments is maintained.
• Validate and follow up on open problem management tickets.

10. Client Communication

• Prepare for and participate in client calls.
• Follow up on tickets and ensure accurate status updates.
• Provide regular updates to clients on the status of their systems and any ongoing issues or projects.

Requirements:

• Extensive experience in client support or a related field, preferably in client services.
• Strong communication and organizational skills.
• Ability to analyse data and drive continuous improvement.
• Proficiency with help desk software and ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Exposure to Service desk tools like JIRA, Service now etc
• Proficient in Excel and Word
• Computer savvy

Desired Skills:

• Familiarity with incident and problem management processes.
• Experience with documentation and process improvement.
• Strong English communication – Written & Spoken
• Analyse data – Trends / issues / Trouble shooting
• Knowledge of system administration, maintenance, and performance monitoring.
• Experience in Power Bi
• L1 support experience
• Team player

Educational Qualification:

• Bachelor’s degree in finance or Accounts or Commerce or Science a must
• Master’s degree a plus

Job Experience:

• Overall: 10 + yrs
• Relevant experience: 7+ yrs
• Client facing experience with APAC / UK / US customers a must
• Experience in service desk tools like JIRA a must.
• Experience in Team Workspace tools like confluence a must.
• Proficiency in Excel and Word

If you are a mature, senior-level professional with a commitment to client satisfaction and operational excellence, we invite you to apply for this exciting role. Your expertise will be crucial in ensuring our clients receive the best possible support and service.