AMUNDI SINGAPORE LIMITED
Client Technical Support Engineer
Full Time
Information Technology
$6000 - $8000 monthly
Job Description
- Respond to customer requests, providing clear and precise answers to their questions or directing them to the appropriate resources.
- Identify, analyze and resolve technical problems encountered by customers, using diagnostic tools, including code debugging and log analysis, and collaborating with other team members to find appropriate solutions.
- Manage customer data (reference the authorizations and portfolio rights assigned to customer users) and supervise the maintenance of the asset repository.
- Analyze, configure, conduct UAT, train and deliver solutions to new clients.
- Participate in the initial training of new customers on the use of our products, guiding them through key functionalities and helping them solve common problems.
- Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, for prompt problem resolution.
- Follow-up and escalation:
o Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary, escalate complex issues to the development team or other relevant departments.
o Monitoring and management of KPIs.
- Identify trends and gaps in customer support, and suggest improvements to optimize processes and the overall support experience.
Requirements
- Degree, preferably in finance, mathematics, physics, computer science, or related disciplines.
- Experience in Asset Management industry or FinTech, supporting Business teams, understanding Business requirements and ability to translate and implement these with technical solutions.
- Understanding and Knowledge of the Investment value chain, Front-to-Back and Back-to-Front processes.
- Prior experience in Portfolio Management Systems, Position Keeping Systems, Trading and Trade Matching Systems along with Backoffice workflows
- Ability to understand customer needs, develop strong relationships and deliver high quality, personalized service.
- Excellent communication and presentation skills.
- Ability to analyze and solve problems logically and effectively.
- Customer-oriented attitude, with a willingness to go beyond expectations to solve problems and deliver an exceptional customer experience.
- Ability to effectively manage multiple customer requests, prioritize and meet deadlines.
- Ability to automate reports and tasks with Python.
- Ability to troubleshoot in Java and SQL and read application logs.
- Knowledge in SWIFT and FIX protocols.