Technical Support Analyst

Novalnet E Solutions; Chennai District; On-site; INR 650,000 - 900,000; Full time

Job summary

Novalnet E Solutions in India seeks a results-driven professional to manage premiums merchants, track portfolios, and ensure top-tier service in assigned areas. You will drive product penetration and revenue while addressing merchant grievances and maintaining data accuracy across MS Office tools.

The role emphasizes client relationship building, needs assessment, and strategic advisory to help merchants grow and stay competitive in dynamic financial markets.

Qualifications

• Graduate / postgraduate with 2–5 years in financial services.
• Strong communication and presentation skills.
• Fintech experience prioritized; German language helpful.
• Existing client relationships in the market are a plus.

Responsibilities

• Dive deep into understanding your key clients' objectives, pain points, and aspirations.
• Listening to the clients, conducting needs assessments, and asking relevant questions.
• Blend product knowledge, industry insights, and creativity to offer personalized recommendations.
• Align efforts with client objectives to position yourself as a trusted advisor.
• Analyze market trends, anticipate challenges, and identify opportunities.
• Identify upselling and cross-selling opportunities with new offerings.
• Champion the clients' interests within the organization.
• Ensure clients receive exceptional service and attention.
• Drive continuous improvements to enhance customer experience.
• Keep a watchful eye on market trends and competitors.

Skills

Client relationship management

Sales & upselling

Financial services

Communication skills

German language (helpful)

Cross-functional collaboration

MS Excel

Education

Graduate / postgraduate in finance or related field

Tools

MS Excel

CRM systems

Job description

Job Summary

• Engaging with Premium merchants like portfolio tracking, merchant communication, and ensuring service is delivered in assigned areas for assigned merchants.
• Ensuring product penetration along with revenue growth.
• Track and attend to merchant s grievances and ensure its resolved on time.
• Plan and execution of day-to-day activities along with the team and Review teams deliverables.
• Gathering consistent feedback from the market for existing offerings and insights into the competition.
• Building new relationships and deepening relationships with the existing clients.
• Ensuring customer satisfaction leading to higher sales conversions and retention.
• Responsible for identifying customer needs, assessing their risk appetite and providing them investment options.
• Manage and maintain accurate and up-to-date data in various systems using Excel and other MS Office applications.
• Collaborate with cross-functional teams to ensure timely and efficient processing of all mis and back office tasks.
• Provide regular updates to the immediate superior as and when required.

Roles and Responsibilities

• Dive deep into understanding your key clients business objectives, pain points, and aspirations.
• Listening to the clients, conducting needs assessments, and asking relevant questions to comprehend their unique requirements.
• Combination of product knowledge, industry insights, and creativity to offer personalized recommendations that deliver tangible value to the client s businesses.
• By aligning the efforts with the client s objectives, you position yourself as a valuable asset and trusted advisor.
• Analyze market trends, anticipate challenges, and identify hidden opportunities that position the clients for success.
• Identify upselling and cross-selling opportunities, skillfully presenting new offerings that perfectly align with the client s evolving needs.
• Picture yourself as the guardian of the client s interests within the organization.
• Passionately champion the client needs, ensuring they receive exceptional service and attention.
• Becoming the driving force behind continuous improvements that elevate the overall customer experience.
• By handling issues promptly and professionally, you reinforce the trust and goodwill that underpins a strong client relationship.
• Keeping a watchful eye on market trends, competitors, and emerging opportunities.
• Advise the clients, guiding them through ever-changing terrains, and ensuring they remain at the forefront of their respective industries.

Skills and Experience

• Graduate / postgraduate with 2 to 5 yrs exp in any financial services industry.
• Should have good communication presentation skills.
• Fintech experience or same field experience candidates to be priorities.
• May have good existing client relationships in the market.
• German language known candidates to be priorities.
• Self-starters, who can take ownership without handholding and are comfortable navigating ambiguity, will be an ideal fit.
• Passionate about working in a fast-growing firm and ready to get their hands dirty.
• Should possess strong networking relationship building skills.
• Ability to multitask and prioritise tasks effectively in a fast-paced environment.
• Interest in financial products and markets.