Department: Cloud Services Employment Type: Permanent - Full Time Location: Mumbai Description Nasdaq recently acquired Adenza. Learn more Division Overview Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities. Team And Role Overview In the absence of the call center layer, the Technical Support Analyst provides initial troubleshooting and subject matter advice for application and infrastructure issues via dedicated communication channels. Technical Support Analyst does not handle incoming calls. Most of the communications with clients are handled in written form. However, audio- and screen-sharing sessions with clients will happen quite frequently, though these activities are usually scheduled in advance and take 25% of working time or less. Responsibilities Properly acknowledge incoming tickets in accordance with SLA, provide initial response, and diagnose the issues based on the internal Knowledge Database and own application / technical expertise Ensure that the issue is clearly understood, and that sufficient evidence is present before attempting to provide the reporter with a resolution or escalating to the next level of support Timely escalate issues in accordance with internal SLO and accompanied by clear and detailed handover Be able to provide clarifications on the product functionality to external and internal customers, and supply relevant documentation Diligently document all steps of interaction with customers and properly communicate the issue status to clients and senior Adenza staff Maintain support documentation and update the Knowledge Database. Continuously improve the knowledge of the current Axiom software releases and competency in the underlying system architecture, infrastructure, and employed programming tools Skills And Requirements Excellent spoken and written English is a must Unwavering adherence to formal processes, minute attention to details Experience with MS Windows and Linux administration (command line level) If you are familiar with any of these technologieslanguagesareas that would be a great plus: TCPIP, SQL, Java, XML, Apache Tomcat, Amazon Cloud, scripting languages At least two years of experience in System Administration and ApplicationNetworkService Support Ability to quickly search, learn, and explain technical information Ability to provide customer-oriented service and to take ownership of client issues Excellent time management skills and ability to work in a fast-paced environment We expect you to perform most of your daily work routines (including the initial 'Application Support Engineer Crash Course') solo for 80% of the time, keeping 20% for complicated questions to colleaguesmanagement More About Us Our Office: Adenza Mumbai is located on the 2nd floor of the Ackruti Center Point building. We're very close to Chhatrapati Shivaji Maharaj International Airport, and Five Star hotels. We have excellent transport links nearby, including Andheri Metro and railway station. Many restaurants are just opposite our building. We have two large offices with a modern cafeteria with a coffee vending machine, coffee/tea/snacks are always available games as well. Why Apply: Adenza's mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric If yes, we want to invest in you. Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.
