Support Operations Specialist

About Stavtar

Stavtar (https://stavtar.com/) is a software and technology services company, headquartered in New York and with offices in Dallas, London, Bengaluru and Mumbai. Stavtar addresses complex challenges in Hedge Funds, Private Equity, and Investment Banking industries. Our flagship product, StavPay, is widely adopted by Alternative Asset Managers managing over $2+ trillion in assets

Responsibilities:

• Support Ticket Management:
• Triage incoming support tickets and assign them to the appropriate team members.
• Create bugs and enhancement requests based on support tickets.
• Monitor ticket progress, ensuring timely updates and resolutions.
• Communicate with developers and support analysts to ensure tickets are closed promptly.
• Release Management:
• Prepare and publish release notes for clients.
• Conduct demos of release notes to internal and external stakeholders.
• Manage communication with clients regarding releases and set expectations.
• Root Cause Analysis:
• Lead root cause analysis calls, ensuring thorough understanding and documentation.
• Collaborate with developers to determine if further action, such as bug creation, is needed.
• Subject Matter Expertise:
• Serve as the SME for items in the support queue, bridging support and development efforts.

New Requirements:

• Process Improvement:
• Identify and implement better ways to route, triage, and manage support tickets.
• System Knowledge:
• Gain a deep understanding of our system and resolve high-level issues.
• Reporting and Analytics:
• Utilize Power BI or other reporting tools to analyze and report on ticket data.
• Communication:
• Demonstrate excellent written and verbal communication skills.
• Conduct various types of demos for internal teams.
• Communicate effectively with clients about releases and manage their expectations.
• Proactive Problem-Solving:
• Exhibit a proactive approach to moving tasks forward and ensuring timely resolutions.

Qualifications:

• 4-5 years of proven experience in a support or operations role within a technology-driven environment.
• Strong analytical skills and proficiency with reporting tools like Power BI.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving skills and a proactive attitude.

Location: Mumbai/Bangalore, for strong candidate we can consider Remote