CLIENT And APPLICATION MANAGER

financial.com; Ernakulam; Hybrid; INR 380,000 - 680,000; Full time

Benefits offered by this job

Parental health insurance

Onsite trips to Germany

Hybrid/remote working environment

Work-life balance

Additional employee benefits

Job summary

financial.com in Kochi (Infopark) is seeking a customer support specialist to handle technical inquiries about our software, primarily via email. You will work with the Product Team to improve support processes and ensure timely resolutions.

The role requires a Bachelor’s degree, 3 years of customer support experience, excellent English, and the ability to work in a hybrid/remote setup with rotational shifts. Knowledge of stock markets or financial apps is a plus.

Qualifications

• Bachelor’s degree from a recognized university (minimum 3 years).
• Proven professional experience in Customer Support, preferably in software/tech.
• Strong English communication, oral and written.
• Good MS Office knowledge and ability to learn software quickly.
• Knowledge of stock markets or financial applications is helpful.

Responsibilities

• Provide customer support on technical data and applications via email.
• Handle inquiries efficiently and ensure timely, accurate responses.
• Forward inquiries and coordinate resolutions with internal teams.
• Follow up on open inquiries keeping customer interests central.
• Support quality management and frontend testing efforts.
• Collaborate with Product Team to improve support processes.
• Analyze recurring issues and suggest product/process improvements.
• Maintain documentation of inquiries and support topics.
• Perform general admin tasks for customer support.
• Ensure smooth handovers across shifts and teams.
• Work effectively in hybrid/remote environment.
• Be available for rotational shifts.

Skills

Customer Support experience

Analytical and problem-solving skills

Excellent written and verbal English

Strong MS Office skills

Ability to learn software quickly

Stock market knowledge beneficial

Education

Bachelor’s degree (minimum 3-year full-time)

Tools

MS Office

Job description

Job Description:

Why us?

• Stylish office and modern infrastructure at Infopark Kochi.
• Work-life balance.
• Opportunity for short-term onsite trips to Germany for tenured employees.
• Additional employee benefits, including parental health insurance.
• Motivated and enthusiastic team.
• Agile organizational structure which offers a lot of creative leeway.
• Reliable employer with more than 25 years of experience.

Your mission

• Provide professional support to customers regarding technical data and application-specific questions about our software applications, primarily through email.
• Handle customer inquiries efficiently and ensure timely and accurate responses.
• Forward inquiries to the internal department responsible and coordinate the resolution of customer topics.
• Follow up consistently open inquiries, keeping the interests and requirements of our customers at the center.
• Participate in quality management processes and support the implementation of frontend tests.
• Work closely with the Product Team to optimize and continuously improve existing customer support processes.
• Analyze recurring customer issues and contribute suggestions for improving products, processes, and customer experience.
• Maintain appropriate documentation of customer inquiries and support-related topics.
• Perform general administrative and coordination tasks related to customer support.
• Ensure smooth communication and handovers within the team, particularly across different shifts.
• Work effectively and independently in a hybrid/remote working environment.
• Be available to work according to rotational shift schedules.

Your profile

• Bachelor’s degree with a minimum 3-year full-time graduation from a recognized university or institution.
• Proven professional experience in Customer Support, preferably in a software or technology environment.
• Ability to think strategically and understand customer requirements.
• Strong analytical and problem-solving skills.
• Good technical understanding and ability to quickly learn software applications.
• Excellent verbal and written communication skills in English.
• Confident and professional communication with customers and internal stakeholders.
• Good working knowledge of MS Office.
• Strong organizational and time-management skills.
• Ability to manage multiple customer inquiries and priorities efficiently.
• Strong teamwork and collaboration skills.
• Ability to work independently and maintain productivity in a Work-from-Home environment.
• Willingness and flexibility to work in rotational shifts.
• Reliable internet connection and a suitable home-working environment.
• Affinity for and knowledge of stock markets and financial applications is beneficial.
• Previous experience with financial software, fintech, or stock market applications is an advantage.

What we care about

Our Employees Are Our Most Valuable Asset.

financial.com, a leading German software company, has been at the forefront of innovation since 1999. Specializing in the development and operation of cutting-edge web-based information systems for internet, intranet, and wireless solutions, we serve over 350 financial institutions across 19 countries. Our clientele includes prominent banks, broker firms, exchanges, and authorities who rely on our bespoke e-finance solutions to streamline their daily operations.

In a strategic partnership with LSEG, we process over 5 million financial instruments from more than 10 million international exchanges and OTC sources in real-time. Our solutions cater to over 100,000 intranet seats and numerous internet users worldwide, ensuring seamless access to critical financial data and services. Join us and experience the future of financial technology with financial.com!

You can find more information about us at https://www.financial.com/

About us

financial.com AG is a German software company. Since 1999 we have been focused on development and operation of web-based information & analytic systems for internet, intranet and wireless solutions. More than 350 banks, exchanges and authorities in 19 countries use our tailor-made systems daily with market data from our strategic partner company LSEG and over 250 other data sources & partners. Our systems process over 15 million financial instruments from over 1.000 international exchanges and OTC sources while performing real-time calculations of ratios and algorithms for over a 3 Mio. derivatives.