Technical Support Manager responsible for customer success and advanced technical support in HVAC systems. Leading service engineering training and driving system performance in India.
About the role
- Senior Technical Support Analyst providing client support for Mutual Fund and Transfer Agency platforms. Handling complex issues and driving resolution while collaborating with internal teams.
Responsibilities
- Serve as a primary support resource for clients using Mutual Fund and Transfer Agency solutions.
- Build and maintain strong client relationships, acting as a trusted advisor on Mutual Fund operations and Transfer Agency workflows.
- Handle complex and escalated client issues, taking full ownership through resolution.
- Troubleshoot issues related to fund accounting, NAV processing, transactions, pricing, corporate actions, reporting, and end-to-end Transfer Agency workflows.
- Own and drive end-to-end resolution of complex production issues, including analysis, coordination, mitigation, and closure.
- Work cross-functionally with internal teams (Product, Technology, QA, Operations) to identify root causes and implement sustainable fixes.
- Independently manage and prioritize support queues, ensuring timely responses and resolution of high-impact issues.
- Apply data analysis and basic SQL skills to investigate issues, validate data, and confirm solutions.
- Provide insights and recommendations for product and process improvements based on recurring issues and client feedback.
- Lead larger initiatives or process improvements related to client support, operational stability, or efficiency.
- Support release readiness, change activities, and production validation as needed.
- Participate in disaster recovery or business continuity testing when required.
- Perform other related duties as assigned.
Requirements
- 5+ years of prior client-facing experience in application, product, or technical support roles.
- 3+ years of experience within the Mutual Fund industry and/or Transfer Agency domain.
- Strong understanding of the Mutual Fund lifecycle and Transfer Agency operations.
- Experience supporting financial services platforms, preferably within asset management or fund servicing.
- Proven experience working directly with clients to troubleshoot issues and drive resolution.
- Self-starter mentality with the ability to work independently and manage support queues.
- Leadership experience or demonstrated readiness for a Lead or Senior Analyst role.
- Basic SQL knowledge and comfort working with data to analyze issues and validate outcomes.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills.
- Comfortable working with minimal supervision on complex and high-impact production issues.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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