CLIENT & APPLICATION MANAGER

Accountabilities

• • Provide professional support to customers regarding technical data and application-specific questions, primarily through email.
  • Manage customer inquiries efficiently, ensuring responses are accurate, professional, and delivered within appropriate timelines.
  • Route complex inquiries to the relevant internal teams and coordinate resolution through to completion.
  • Proactively follow up on open customer topics while keeping customer needs and expectations at the center of the support process.
  • Maintain accurate documentation of customer inquiries, resolutions, and other support-related information.
  • Participate in quality management activities and support frontend testing initiatives.
  • Collaborate with the Product Team to improve existing customer support processes, workflows, and service quality.
  • Analyze recurring customer issues and contribute recommendations for product, process, and customer-experience improvements.
  • Support general administrative and coordination activities related to customer service operations.
  • Ensure effective communication, knowledge sharing, and smooth handovers within the team, particularly across different shifts.
  • Work independently and effectively in a hybrid or remote environment while maintaining productivity and service quality.
  • Adapt to and participate in rotational shift schedules as required.

  Requirements

  • Bachelor's degree with a minimum three-year full-time program from a recognized university or institution.
  • Proven professional experience in Customer Support, preferably within a software, technology, fintech, or financial-services environment.
  • Strong technical aptitude and the ability to quickly understand and learn new software applications.
  • Strategic thinking and the ability to understand customer requirements and translate them into appropriate actions.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Excellent written and verbal English communication skills, with confidence interacting professionally with customers and internal stakeholders.
  • Good working knowledge of Microsoft Office applications.
  • Strong organizational and time-management abilities, with the capacity to manage multiple inquiries and competing priorities effectively.
  • Strong teamwork and collaboration skills, combined with the ability to work independently with limited supervision.
  • Ability to maintain productivity and effective communication while working from home.
  • Willingness and flexibility to work rotational shifts.
  • Reliable internet connectivity and a suitable home-working environment.
  • Affinity with or knowledge of stock markets and financial applications is an advantage.
  • Previous experience with financial software, fintech products, or stock market applications is beneficial.

  Benefits

  • Modern office infrastructure and a professional working environment in Kochi.
  • Work-life balance and flexible working arrangements.
  • Hybrid/remote working opportunities.
  • Potential short-term onsite opportunities in Germany for experienced employees.
  • Additional employee benefits, including parental health insurance.
  • Opportunity to work with a motivated and collaborative international team.
  • Agile organizational structure offering autonomy and creative freedom.
  • Career development opportunities within an established technology organization.
  • Exposure to financial technology, market data, and specialized software applications.