Support Engineer – L1

About Clari5:

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

Key features and functionalities of Clari5’s offerings include:

• Fraud Detection and Prevention: Clari5’s solutions use advanced algorithms to analyze transactions and user behavior in real time, identifying suspicious activities that may indicate fraudulent behavior.
• Customer Engagement: The platform helps banks and financial institutions understand customer behavior and preferences, enabling personalized product offerings and improving overall customer experience.
• Risk Management: Clari5 aids organizations in assessing and managing various risks,
  including credit and operational risks, by providing insights based on historical data and trends.
• Operational Efficiency: By automating repetitive tasks and streamlining processes, Clari5 helps organizations reduce costs and enhance productivity.
• Real-time Analytics: Clari5 provides real-time insights and analytics, allowing banks and financial institutions to make data-driven decisions promptly.

Overall, Clari5 aims to empower businesses in the financial sector by providing them with the analytical tools and intelligence needed to thrive in a competitive and rapidly changing Environment.

Role: Support Engineer – L1

Exp: 2- 4 yrs

• Experience in Customer Support with an enterprise software organization.
• Experience with Linux or UNIX administration (Clustering, High Availability, Load Balancing, etc.).
• Hands-on experience in managing web servers (Apache, Tomcat, JBoss).
• Elementary database (SQL Server, MySQL, Oracle) operational knowledge.
• Proficient with Scripting or other programming languages.
• Hands-on experience on ticketing tools (Jira / Freshdesk).
• Readiness to work shifts and/or be on call and/or put in extra hours for task closure.
• Excellent verbal, written, presentation and interpersonal communication skills.
• Fast learner who can pick up new technologies.
• Capable of working with a cross-functional team to solve business and technical problems.
• Ability to make complex technical matters easy-to-comprehend for non-technical persons.
• Highly driven individual with an execution focus and a strong sense of urgency.
• High level of enthusiasm about helping and serving clients, strong customer and solution-oriented personality.
• Ability and willingness to travel, if required.

Role & responsibilities:

Render exceptional first-tier phone/email support for efficient resolution of technology and functional problems across all products.

• Take ownership of user problems and be proactive when dealing with user issues.
• Follow an established set of processes while handling support requests.
  Report any issue that may significantly impact the business.
• Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• Ensure all calls are logged in the ticketing logging system & every activity is updated.
• Ensure users and management are notified during downtimes with complete information.
• Identify and learn more about the software and hardware used/supported by the organization.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.

Additional / Preferred Skills:

• Should be flexible with rotational Shifts.
• Exposure at client sites is desirable.
• Experience in the Financial Service industry or Banking applications is desirable.

Your Education / Qualification:

• Bachelor’s degree or equivalent combination of education and experience.