Customer Support Lead

What will you contribute?

Reporting to the Team Lead for Bangalore, the Customer Support Lead role is based in Bangalore. The holder of the role would be working as part of a global team. The holder of the role would be a domain expert, who would primarily be a dedicated resource for prioritizing and managing issues reported by our top clients and ensuring their cases progress quickly to their final resolution. The holder of the role would also be expected to provide training to the clients besides sharing best practices. The holder of the role would have to resolve complex cases, follow up on critical customer projects, set up special validation plans or take on specialized tasks in his/her area of expertise. Domain and Functional analysis of highest order is expected using troubleshooting skills to find the root cause of issues. This role is an individual contributor role and part of a team of technical and function experts who would work together to meet committed deliverables.

Responsibilities & Deliverables

Your deliverables as a Customer Support Lead will include, but are not limited to, the following:

Product Knowledge
• Use excellent understanding of the product functionalities and capabilities to provide dedicated support to select client, share best practices, validate functional requirements and ensure an external view of the implemented functionalities.
• Act as a subject matter expert (SME) for most of the functional aspects of the product, including processes and propose enhancements & improvements
• Acquire an adequate understanding of the technical aspects of the product.
• Should be able to suggest quick quality workarounds for issues raised by client.
• Provide regular help to team members, deliver training and transfer knowledge to the team and to clients.
• Is perceived as a trusted advisor who can be relied upon to provide the right guidance to the clients

Issue Investigation
• Handle the most complex cases and to find the most efficient ways to resolve them.
• Focus on ensuring a quick turnaround of cases and engage with internal and external stakeholders to provide a good resolution.
• Focus on handling urgent, unassigned cases that are challenging and have a high level of complexity
• Follow Best practices for case management and encourage others to do the same.
• Take on a role of mentor and coach for supporters from other levels, when necessary.
• Develop innovative tools viz., excel worksheet(solvers for interest calculations, amortizations etc) or standard query tools extract and analyze data.
• Understand standard & most commonly used interfaces like DTCC, Markit, Clearpar etc.
• Document and publish knowledge articles for external/external audiences

Case Tracking
• Manage multiple tasks in parallel under pressure and when necessary promptly investigate issues on a remote basis while regularly interacting with the client
• Follow up on crisis to ensure the team is able to get client on track.
• Ensure cases are progressing and provide regular updates to clients, identify risks and raise alerts when necessary.
• Ensure compliance with committed KPIs and SLAs Travel onsite on client missions to drive case resolution and complete issue analysis, when necessary

Client Interaction
• Act as a focal point of contact for support for designated client.
• Follow up on cases raised and have a close engagement with the client.
• Provide proactive support to client to address their pain points, achieve customer success and provide a good experience at every client interaction.
• Follow up on major crises and ensure the team is able to get client on track, taking the lead to resolve problems when required Planning and Development Effectively plan and manage multiple tasks as well as drives the team's activity towards the achievement of the key deliverables
• Stay up to date in product knowledge via self-study and self-discovery
• Deliver on time and within the estimated timelines and foresee impact of changing priorities Identify gaps in the skill set/knowledge of colleagues and client and suggest training and development plans