Client Support Analyst (Chennai)

Client Support Analyst - Chennai, India 

DataBP is reinventing the market data business by streamlining and simplifying complex market data business processes. Our platform empowers data providers to gain efficiency and realize the full potential of their data assets. Our suite of purpose-built data administration tools allows data businesses of all sizes to increase revenue, reduce risk, and provide an improved customer experience without having to increase staffing footprint. Our team provides personal attention and guidance through best practices based on decades of industry experience to ensure successful implementation. Our clients include many of the world’s largest exchange groups and data providers including ASX, CME Group, TMX Group, and many others.

The DataBP Client Operations team deals with all queries and requests from our “Clients” (Client Support) and our clients’ “Customers” (Managed Services) as they relate to using the live service.

What You Will Do

The Client Ops Analyst (COA) primary responsibility will be to manage client tickets from initial triage and categorization through to resolution. Currently all client tickets are handled by a variety of Data Admin resources, Implementation specialists, Product Managers (BB, MB etc) and development experts on an unstructured and best efforts basis.

Specifically the COA will be responsible for triaging all client queries (Level 1) and, where possible resolving the issue using the company’s knowledge base. In the event the COA is unable to resolve the issue, they are responsible for escalating internally to Level 2/3 resources (local or internationally) while maintaining the client comms channel through resolution.

Specifically

• Managing in-bound ticket q’s and accurately categorizing issues.
• Information gathering and initial trouble shooting activities related to the client
• issue.
• Combining documented client configurations, historical Q&A and any recent system
• changes to get to root cause.
• Resolving the problem or recommending a work around
• Where relevant flagging bug fixes and enhancements for the product team.
• The COA will look for ways to improve the support methodology and the KB and will
• work with team mates to improve the support process and the standard of service.
• A successful COA will become familiar with clients’ business processes and will build
• a reasonable subject matter expertise covering the functions of the DBP platform. A successful COA will know “enough” about our business and product to understand the issue being raised by the client and where that issue needs to be routed for a subject matter expert.

What We Look For

• Min 5+ years experience in a customer support role ideally in a financial data administration context – in BFS Domain (Banking & Financial Services) in ITES /BPO/ Captive Contact Centres, with direct customer interaction (only International - US and UK).
• Knowledge of, or experience in financial data licensing while not required, is a distinct advantage

• Communication – expert listener, logical thinker and problem solver. Excellent written and verbal (English) communication skills.
• Strong Excel skills essential, dev skills not required however basic to intermediate SQL skills a distinct advantage
• Strong partnership skills - enjoys engaging and helping team mates and customers achieve results
• Flexibility – comfortable with ambiguity, flexible and adaptable to change

• Pro-active, can-do attitude – constantly looking process upgrades that improve the customers’ outcomes and perception of DataBP.
• Willingness to take on new challenges and challenging the status quo.

dataBP is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.