Job Description
Minimum 3 years of experience in working in Loan IQ product, as a Business User or as part of production Support of Loan IQ product is mandatory
Strong communication skills and client facing experience to be able to interact with the customers response to their issues.
MBA or B.E would be preferred.
Candidates with technical skills like Java, XML, SQL, Log analysis, will be more preferable.
Willing to work in Shift hours.
Good time management in order to prioritize and co-ordinate the varied tasks which they work on.
Self-motivator, results driven.
Responsibilities
Providing an effective, timely and professional product support and resolution service to Misys Customers.
Supporting customers by answering queries regarding the Misys product both verbally and in writing.
Owning Customer Issues from beginning to full resolution
Providing Support Services to Customers as required.
Ensuring that the Customer Support Processes are followed.
Managing Customer Expectations.
Determining the nature of the problem being reported and assist customers in resolving problems.
Identifying the scope and boundaries of the problem
Gathering information from various sources and interpreting it
Carrying out cause and effect
Determining likely solutions
Evaluating solutions against identified criteria.
Updating the Misys Salesforce. com tool, with clear and precise details of the status of queries that have been assigned or taken ownership of.
Reporting, communicating progress on support issues until a solution is found and communicated to the originator.
Replicating reported Issues and documenting the steps taken
Producing Customer Monthly Reports, as required
Assessing Replication and Resolution Rates
Interface with Development to determine the release of Maintenance Releases and Emergency Patches
Release of controlled patches to Customers – i.e. making the customers aware that bug fixes need to be implemented on their production system.
Acquiring and maintaining knowledge of Misys development methodologies and standards for use in problem-solving
Demonstrating the highest standards of customer care by effective communication, reporting and handling of all customer issues
Identifying and reporting areas for improvement in software and processes (as a result of support or own investigation).
Providing help and advice to customers using Misys products or services
Communicating courteously with customers by telephone, email, letter and face to face
Investigating and solving customers’ problems, which may be complex or long-standing problems
Handling customer complaints or any major incidents
Keeping accurate records of discussions or correspondence with customers
Producing written information for customers
