Cloud Operator I

The world’s top banks use Zafin’s integrated platform to drive transformative customer value. Powered by an innovative AI-powered architecture, Zafin’s platform seamlessly unifies data from across the enterprise to accelerate product and pricing innovation, automate deal management and billing, and create personalized customer offerings that drive expansion and loyalty.

Zafin empowers banks to drive sustainable growth, strengthen their market position, and define the future of banking centered around customer value.

With Zafin, banks accelerate time to market for new products and offers while lowering the cost of change and achieving tangible business and risk outcomes. The Zafin platform increases business agility while enabling personalized pricing and dynamic responses to evolve customer and market needs.

Zafin is headquartered in Vancouver, Canada, with offices and customers around the globe including ING, CIBC, HSBC, Wells Fargo, PNC, and ANZ. Zafin is proud to be recognized as a top employer and certified Great Place to Work® in Canada, India and the UK. 

Job Description

Major Responsibilities:           

• Monitor incoming customer data in the form of batches in both production and non production environment
• Monitor applications via dashboards or logging systems to verify business as usual operations
• First level triaging of batch errors
• Drive manual recurring processes of the batch
• Communicate proactively with customers and internal team members to resolve service requests
• Keep the ticketing system updated with the support of client care team at all times with clear and concise information
• Regular updates with in the Zafin team on the progress of customer data input and output
• Adhere to support process defined for customer services
• Support team in developing customer knowledge base

Key Performance Indicators (KPIs): 

• TBA by Manager as per periodic Goal Setting 
• Guidelines include 
• Clarity in thoughts and action : Written and Verbal 
• Demonstrate proactivity 
• Demonstrate follow-ups and follow-throughs 
• Client facing presentation ability 
• On-time, every time 
• Proactive collaborative updates for team consumption without fail in designated channels 

Working Conditions: 

• Ability to work in remote and/or office setting  
• Fast paced environment with tight deadlines 
• Support offshore hours / multiple time zones 
• Flexibility with working hours based on team and client needs 

Minimum Required Technical Skills / Qualifications 

Knowledge, Education, Training                         

• Degree in computer science, engineering, or equivalent experience.
• Microsoft Azure Fundamental certification / Knowledge in cloud computing

Experience      

• 1 plus years of experience in a Customer Service role
• Familiarity/experience with process methodologies used in software industry
• Familiarity working with ticketing systems and batch monitoring

Technical Skills           

• Microsoft Excel, Word, PowerPoint, Use of Wikis
• Must be able to use a web-based trouble ticketing system

Minimum Required Behavioural / Soft Skills 

Communication          

• Customer facing skills: Greet, Address, Explain, Facilitate, Coordinate
• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organization
• Strong interpersonal skills and can foster team collaboration.

Problem Solving and Execution          

• Aptitude to solve problems with an ability to conceptualize and articulate new approaches and solutions.
• Detail-oriented
• Strong ability to prioritize and meet deadlines
• Able to work under stress and conflicting timelines, when necessary
• Pro-active and has a strong desire to learn.