Assistant Manager – Customer Support
Responsibilities
- Provide best-in-class service to all incoming client queries related to AV’s product and service.
- Maintain an expert knowledge of AV product and service, features, benefits, serve as a resource
to team members and act as a consultant to the client for their queries. - Apply a professional, timely, and proactively approach to escalated issues.
- Understanding enhancements / issues / bugs on the system and ensuring these are filed and tracked for resolution.
- Regularly follow up internally and externally for all outstanding client queries and requests.
- Meet required service levels for the process.
- Demonstrate and promote strong client advocacy & help the team achieve CSATs.
- Provide and facilitate pertinent corporate, inter-departmental, and departmental communications, as necessary.
Skills
- Good understanding of General Ledger, Investment Accounting, Reconciliation and Investment
Reporting with inclination to learning - Understanding of networking, communication concepts and complex software systems.
- Excellent skills in Microsoft Excel
- Highly proactive in approach.
Experience
- At least 7 years of proven experience in global client support / service in SaaS / Fintech.
- At least 2 years of experience of managing a team.
Qualification
- BA, BS, or B. Com degree required (Bachelor’s degree in accounting/finance/economics)
- Finance or Accounting are preferred major fields
Location
- Nariman Point – Mumbai