Job Description

Department: Customer Support Employment Type: Permanent - Full Time Location: Mumbai Description Calypso Technology and Axiom SL have merged to form a new company, Adenza. 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 Our support team is the first line of support for our clients, playing a key role in acknowledging, understanding, and investigating any issues that may arise with regard to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our Case Management system, email, or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation, and management of the internal infrastructure. The successful candidate will be expected to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow. There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role. Responsibilities Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required The primary point of contact for client issue investigation and resolution. To work collaboratively with Customer Success Manager, Product, and Customer Delivery teams to share customer insights that highlight areas of focus Follow up and provide updates to clients on outstanding issues. Manage and communicate progress on escalated issues that require product or development input ensuring timely delivery of solutions to meet client expectations Escalation to Senior Business Analyst where required to resolve issues Generation of MI reports using Case Management System, Confluence, and Excel tools Maintain subject matter expertise in one or more AxiomSL products Lead on-site/remote client support sessions Skills And Requirements 3-5 years of first-line support experience Experience working on IT applications/systems and in the end-to-end development lifecycle Ability to work with minimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skills Attention to detail and accuracy are essential Strong communication skills and ability to work with a team in a dynamic environment and to deadlines Previous finance industry experience An understanding of key financial products and their main characteristics (i.e. equity products, preference shares, derivatives, convertibles, bonds, etc.) Highly organized and methodical approach to tasks Self-motivated attitude Result- and customer-oriented 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, and 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.

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