Client Support Analyst

Wanted Staffs For Leading IT Company in Global Presence
Candidates Required in Chennai Location - Thiruvanmiyur
Client Support Analyst
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 Support 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.
For the purposes of this JD when we refer generally to “client” tickets, these could be
“Client” or “Customer” tickets unless otherwise specified.
DataBP is implementing a more formal and structured 3-tier client support model starting
with a level 1 Client Support function. We are building a knowledge base (KB) based on
implementation designs and on historical ticket resolution.
The CSA will play a key role in helping to build this Client Support process and the
supporting KB.
What You Will Do

The Client Support Analyst (CSA) 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, and
development experts on an unstructured and best-efforts basis.
Specifically, the CSA 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 CSA 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. The role will cover the UK region during UK hours.
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 CSA 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 CSA will become familiar with clients’ business processes and will build a
reasonable subject matter expertise covering the functions of the DBP platform. A
successful CSA 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.
 ITIL experience while not required, is an 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 teammates 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, colour, religion, national origin, sex,
gender identity, sexual orientation, disability status, protected veteran status or any other
characteristic protected by law.
Anticipated levels – Junior CSA, CSA, and Senior CSA
Note: Immediate Joiner Only Apply
Interested Candidate Send Your Resume through what’s App

7339584422
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Client Support Analyst

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Wanted Staffs For Leading IT Company in Global Presence

Candidates Required in Chennai Location - Thiruvanmiyur

Client Support Analyst

What You Will Do

What We Look For

 Min 5+ years’ experience in a customer support role ideally in a financial data

Anticipated levels – Junior CSA, CSA, and Senior CSA

Note: Immediate Joiner Only Apply

Interested Candidate Send Your Resume through what’s App

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