Job Detail

Job Description

Duties & Accountabilities

• Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools.

• Responsible for incident logging, understanding the problem, prioritisation, independent assessment of impact and risks, and effectively resolving the issue.

• Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution.

• Keep up to date with new features and functionality enhancements in the applications being supported

• Assist in requirements gathering and the delivery of Change Requests.

• Assist in the preparation of specification documents, business requirements and impact assessments.

• Assist in the implementation of projects, providing system knowledge and process understanding.

• Responsible for maintaining relevant documentation.

Business Competencies

Education and Experience

• Bachelor s degree in business or technology

• Relevant experience of 3 to 6 years required

• Experience in issue trouble shooting

• Working knowledge of SQL

• Experience in incident management tool

• Knowledge of capital market, corporate action, trade processing a definite plus

• Working experience in customer facing role would be added advantage

Personal Competencies

Personal Impact

• Passionate about our business

• Sound Technical and analytical skills

• Significant customer service focus

• Excellent problem-solving Skills

• Attention to detail.

• Self-motivated, proactive work ethic

Communication

• Excellent interpersonal and communications skills

Teamwork

• A proven ability to work effectively as part of a team

Skills Required