Customer support and software implementation (for North American clients)

·       Understand and get trained on the detailed functionality of the proprietary software platform.

·       Participate and drive trainings for client teams. Work directly with clients (wealth owners, accountants and CPAs) on usage of the platform.

·       Manage, on a daily basis, inbound client queries on our proprietary software platform.

·       Coordinate with internal teams (Business Analysts, QA and Engineering teams) for effective and timely resolution of client queries. Should have the ability to independently troubleshoot, identify and resolve internal and external issues impacting the customer experience.

·       Actively manage client issues tracking and resolution using internal CRM or bug-tracking system.

·       Coordinate periodic reviews with clients on their open items and ensure client satisfaction.

·       Participate in onboarding and configuring new clients on to our software platform – this includes accounting and investment focused clients.

·       Participate in prioritizing projects across clients, investment accounts, data entry and reconciliation, etc.

·       Proactively identify process and software improvements to service clients in a better manner.

·       Identifying possible feature upgrades and optimizations based on client interactions and personal hands-on experience.