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DST Systems Senior Support Consultant in Bangkok, Thailand

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find DST, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity, then we are the right fit for you.

Job Description:

The role of Senior Support Consultant involves a significant amount of client contact. As such, the Support Consultant will be expected to show commitment to clients as well as a keen resolve to finding solutions for their problems in a timely and efficient manner.

The Senior Consultant will lead a small team and oversee work allocation and team assignments. There will be a high degree of communication and cooperation with the Melbourne based team to ensure all team members support client and product initiatives.

The Senior Support Consultant will be expected to investigate and respond to queries from clients and overseas offices. They will be required to analyse potential software faults and determine their validity. This will involve duplication of the problem, analysis of the cause, documentation of the issue and testing any program changes that are made.

Opportunities will exist to expand into new and different areas as the Support Consultant gains a thorough understanding of the Unit Registry functionality and related legislations. Some tasks may involve client representation, involvement with training, client upgrades, consulting work, on-site client support work and exposure to other products.

The Senior Support Consultant will be exposed to a wide variety of client issues that will quickly provide a very broad knowledge of the product; the product and the business operations of our client base.

The Senior Client Support Analysts provide more advanced technical and business support to customers. They exhibit a high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity.

The Senior Client Support Analysts interpret application logs and/or traces for multiple products and/or architecture components. They use third-party software and operating system logs and/or traces to assist in the identification of problems.

The Senior Client Support Analysts coach less experienced analysts in basic procedures

Role responsibilities

  • Recommends changes in the customer organization’s use of the products and services supplied so as to increase the benefits it obtains from them, and help ensure customer satisfaction.

  • Receives and logs requests for support from help desk, other service delivery staff and/or users. Prioritizes requests in accordance with agreed criteria.

  • Within own area of competence, and following agreed procedures, investigates issues and other requests for support and determines appropriate actions to take. Work is allocated via a Team Leader. Also potentially participates in providing Service Desk phone coverage.

  • Within own area of competence, provides correct responses to requests for support by means of for example: making modifications to system parameters, developing work-arounds or site-specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures.

  • Provides advice and guidance to less experienced colleagues where required.

  • Monitors progress of requests for support and ensure users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays.

  • Liaises with systems development staff or software suppliers on the development of software improvements to overcome known problems or further fulfil user requirements.

  • Carries out assignments, alone or as part of a team, applying knowledge, skills, and experience. Demonstrates an understanding of the issues of interest to the client organization and proposes viable solutions within the scope of own expertise, taking into account the needs of those affected.

  • Plans and organizes own work effectively. Undertakes assignments in a systematic manner.

  • Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.

  • Ensures that requests are handled according to agreed procedures. For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information. Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.

  • Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.

  • Interprets technical manuals and documentation and provides instruction manuals for non-technical users; provides training in all modes of usage of systems, products and services providing information on the full range of capabilities including dealing with exception conditions.

  • Work on the Support Hotline as per rostered hours (after a qualifying period).

Location:

Bangkok

DST is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here and here. DST is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.

SS&C DST is a leading provider of specialized technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. Combining unmatched industry knowledge, critical infrastructure and service excellence, SS&C DST helps companies master complexity in the world’s most demanding industries to ensure they continually stay ahead of and capitalize on ever-changing customer, business and regulatory requirements.

We work with companies in some of the world’s most demanding industries where rapid shifts in consumer, regulatory, and technology trends are increasingly affecting how our clients do business. For them, keeping up in a landscape of constant change is becoming more and more complex. Through our technology, strategic advisory, and business improvement solutions we work with clients to help them stay ahead of and capitalize on customer, business, and regulatory change.

Mastering complexity is not an end-state. It’s a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon. If you see your opportunity in complexity, then we are the right fit for you.

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