Senior Support Services Analyst at ION Group

Noida, Uttar Pradesh, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, CommoditiesIndustries

Requirements

Strong knowledge of Support Group processes in a financial or commodity related field
Understanding of advanced technology concepts preferred
Knowledge of the Software Development Lifecycle
Knowledge of finance and business terminology
Strong problem solving and analytical skills
Self-motivated and service minded
Able to work independently as well as within a team
Excellent verbal and written communication skills
Able to read and understand contract with clients and being commercially aware
Prior Wallstreet Suite solution experience a plus

Responsibilities

Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature
Working day for EMEA shift
After-hours (on-call) work potentially required on a rotational basis
Troubleshooting, analysis and information gathering of complex support cases
Documentation of application issues for escalation to Product Development
Client facing communication and conference call management with client representatives
Ownership of projects and initiatives assigned by Support Management
Submission of application related information into a shared knowledge base
Contribute updates to documentation for improved application knowledge across the Support Group
Manage first line of contact for clients reporting application-related questions and defects
Perform full case lifecycle management across multiple internal individuals
Provide professional client-facing communication (status, updates, next steps, etc.)
Analyze client requests and requirements, reproduce functional and technical issues, and document steps to reproduce for SMEs and engineering
Solve complex functional, technical and configuration problems
React to critical issues on a timely basis and provide expert support to clients using ION software
Build client relationships, fix client issues and liaise with R&D to report issues and work on code and configuration solutions
Maintain cases in a case management system and manage individual KPIs
Perform issue troubleshooting and communication with various functional areas
Handle requests, questions, and defects of all priorities, and engage senior resources in escalations
Document lessons learned and case closure information for use in knowledgebase
Execute after-hours and on-call responsibilities

Skills

Case Management

Issue Troubleshooting

Client Communication

Defect Reproduction

Technical Analysis

Functional Support

Configuration Management

Knowledgebase Documentation

Client Escalation

On-Call Support

ION Group

Automation technology for financial sector clients

About ION Group

ION Group specializes in automation technology tailored for the financial sector, primarily serving institutional clients like investment banks, asset managers, and brokers. The company provides advanced software solutions that enhance trading, processing, and risk management activities in global financial markets. ION's products include sophisticated software platforms and APIs that enable clients to connect seamlessly to various trading venues and exchanges, ensuring efficient and accurate transactions. Unlike many competitors, ION stands out by acquiring entrepreneurial firms, which allows it to remain agile and responsive to market changes. The company's goal is to enhance efficiency and reduce operational risks for its clients through automation and innovative technology.

London, United KingdomHeadquarters

1998Year Founded

$426.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Enterprise Software, FintechIndustries

5,001-10,000Employees