Responsibilities & Deliverables:

Product knowledge

- Uses his/ her excellent understanding of the product functionalities and capabilities to provide dedicated support to select customers, share best practices, validate technical requirements and ensure an external view of the implemented functionalities.

- Acts as a subject matter expert (SME) for most of the technical/functional aspect of the product, including architecture and processes and propose enhancements & improvements

- Technical experts should have acquired an adequate understanding of the functional aspects of the product. Functional experts should have acquired an adequate understanding of the technical aspects of the product.

- Provides regular help to team members, can deliver training and to 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 :

- Is able to handle the most complex cases and to find the most efficient ways to resolve them. Engages with other teams from Product, Global Services, Sales, when necessary

- Focuses on ensuring a quick turnaround of cases and engages with internal and external stakeholders to provide a good resolution.

- Focuses on handling urgent, unassigned cases that are challenging and have a high level of complexity

- Follows Best practices for case management and encourages others to do the same.

- Takes on a role of mentor and coach for supporters from other levels, when necessary

Case tracking :

- Is capable of working on multiple tasks simultaneously, with regular interaction with the client

- Manages multiple tasks in parallel under pressure and when necessary promptly investigates issues on a remote basis

- Follows up on crisis to ensure the team is able to get client on track.

- Ensures cases are progressing and provides regular updates to clients, identifies risks and raises warning when necessary.

Client interaction

- Acts as a main focal point of contact for support for designated clients.

- Follows up on their cases and has a close engagement with the clients.

- Provides proactive support to clients to address their pain points, achieve customer success and provide a good experience at every client interaction.

- Follows up on major crises and ensures the team is able to get client on track, taking the lead to resolve problems when required

- Travels onsite on client missions to drive case resolution and complete issue analysis, when necessary

Planning and Development

- Effectively plans and manages multiple tasks as well as drives the team's activity towards the achievement of the key deliverables

- Stays up-to-date in his/her product knowledge via self-study and self-discovery

- Delivers on time and within the estimated timelines and is able to foresee impact of changing priorities

- Identifies gaps in the skill set/knowledge of colleagues and clients and suggests training and development plan

Required Experience:

- Strong Java Technical expertise with functional knowledge in Loan IQ or syndicated lending domain.

- More than 8 years of relevant experience

- Good working knowledge of the Loan IQ product

- Strong problem solving and analytical skills

- Strong Core Java coding skills

- Strong in XML

- Strong in Writing Database queries

- Strong Trouble shooting experience using Java code and other tools.

- Should be able to analyze complex issues like memory heap garbage collection, CPU statistics, server logs, database logs and heap dumps

- Coach team members and bring their experience level up.

- Provide training and creation of knowledge articles

- Effectively manage different types of tasks at the same time

- Able to remain calm under pressure. Able to put views across assertively and stay positive when faced with challenging situations.

- Commitment to customer service - willing to go the extra mile to provide excellent service

- Good Knowledge of triaging networks and basic server administration.

- Good time management and ability to manage multiple tasks in parallel under pressure

- Ability to work independently as well as being a team player

- Able to handle pressure when working on-site and remotely

- Able to provide input on the definition and implementation of projects

- Possesses good communication skills and can articulate well in English.

- Possesses strong problem solving and analytical skills

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