Senior Client Support Analyst

This role requires a resource to work in an US Shift Hour( 6:30 PM to 3:30 AM IST)
Key Responsibilities

• Diagnose and resolve client-reported issues related to software, hardware or network problems
• Take ownership of issues and investigate them to resolution.
• Ensures proper escalation and response to customer issues team both to the customer directly and to other departments within InvestCloud
• Adheres to, follows, recommends, updates and mentors junior staff members on standardized IT processes
• Focus on security practices and data segregation
• Ensure escalated issues are resolved in a timely and efficient manner
• Ensure daily scheduled activities are completed on time and with high a degree of accuracy
• Ability to digest changes and come up with readiness assessment
• Communicate clear requirements to escalation point when needed.
• Ensure leverage of knowledge base and formal postmortems to continuously improve the platform
• Assist in identifying, developing and executing continuous improvement opportunities
• Facilitating business needs and priority identification
• Deep understanding of the companys products, services and systems to provide effective support
• Ability to identify recurring issues and patterns

Basic Qualifications for Consideration:

• Bachelors degree in computer information systems, Business Administration or a related field, preferred
• Minimum 2 years of experience in Application Support in system or quantitative analysis and business solutions development
• Advanced troubleshooting skills
• Prior experience supporting a cloud-based platform is a huge plus
• Strong customer service focus
• Excellent verbal and written skills required
• Excellent time management and organizational skills
• Must be able to work in a fast-paced, high-pressure environment and manage priorities
• Analytical skills with a dedicated eye to detail, thoroughness and follow up