Position/Title:
Technical support Analyst
Department:
Finance & Accounting
Location:
Mumbai/Bangalore
Shifts (if any)
5:30 to 2:30 or 6:30 to 3:30
This is a job description for one of Aeries’ preferred partner - Confluence. In this role, you will be working directly for our partner – as an employee of Aeries.
THE TOP 5 REASONS TO JOIN US
Confluence Center of Excellence:
In 2023, Confluence set up its Center of Excellence (CoE) in partnership with Aeries – to consolidate its global operations in Bangalore, India.
This CoE is focused on providing best practices, research, support, and training, across Confluence’s business units.
About Confluence
Confluence is a leading global technology solutions provider committed to helping the investment management industry solve complex data challenges across the front, middle & back offices.
From data-driven portfolio analytics to compliance and regulatory solutions, including investment insights and research, Confluence invests in the latest technology to meet the evolving needs of asset managers, asset owners, asset services, and asset allocators to provide best-of-breed solutions that deliver maximum scalability, speed, and flexibility, while reducing risk and increasing efficiency.
Headquartered in Pittsburgh, PA, with 800 employees in 15 offices across the United Kingdom, Europe, North America, South Africa, and Australia, Confluence services over 1000 clients in more than 40 countries. For more information, visit www.confluence.com
About Aeries
Aeries is a technology services and solutions company, headquartered in Mumbai, India, with centers in USA, Mexico, Singapore, and Dubai.
We enable mid-size technology product companies scale and optimize their business. At Aeries, we have various unique engagement models with our partners. One such model is this Center of Excellence that has been “Purpose Built” for our partner – Confluence.
Technical Support Analyst
A Senior Technical Support Analyst should have a solid understanding of best practices and can execute on tasks without supervision from others. Individuals will create advance level insight and recommendations in their area of expertise. Senior Technical Support Analyst are subject matter experts in their domain. Individuals in this role lead the tier two support effort with high complexity, mostly independently.
Perform the following responsibilities at a senior level:
- As per Technical Support Analyst role
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- Assist intermediate and associate level colleagues in the delivery of assigned work.
- Provide technical and subject matter guidance.
- Shape and define work priorities and stakeholder deliverables. Be a key contributor to the successful delivery of identified tasks.
- Act as day-to-day point of contact for clients/vendors/partners and as a escalation point for team members, managers and external stakeholders/partners(as applicable).
- Mentor and train associate and intermediate colleagues as assigned. Act as a good example for colleagues to emulate.
- Assist business development team with pre-sales activities and RFPs.
- Stay up-to-date on industry and job-related trends and best practices to maintain alignment with product vision
- Other duties as assigned.
Technical / L2.
Guide key clients through troubleshooting deployment and environmental issues in their network environments
