Solutions Specialist Job in Gurgaon at Morningstar, Inc.

Morningstar, Inc. is hiring for the role of Solutions Specialist!

Responsibilities of the Candidate:

• Understand, uncover areas for improvement within the product and share the analysis with the product squad.
• Understand the issues raised by the customers and provide the expertise, workarounds, and Interim solutions till it is triaged and fixed by the product squad.
• Keep track of all the tickets that are escalated to the product squad and help in prioritising these items.
• Perform defect analysis and come up with root cause analysis.
• Analyse enhancement requests and help in prioritising these feedbacks.
• Help in bringing down the count of invalid requests raised with the product team.
• Provide functional expertise and training sessions to the customer support (L1) team.
• Understand the business needs and intent of the customers raising similar queries and share the fortnightly insights with the product team.
• Effectively communicate insights and plans to cross-functional team managers and management.
• Work closely with clients, product squad, and managerial staff.
• Prioritize initiatives based on business needs and requirements.
• Serve as a liaison between stakeholders and the customer support team.
• Serve as the subject matter expert to help resolve queries. 
• Regularly conduct research & development for competitions, what’s new and product feasibility and forecast.
• Prioritize multiple tasks effectively and ensure issues are identified, tracked, reported on, and resolved.
• Give proactive feedback regarding day-to-day operations and strive to improve performance.
• Analyse statistics and compile accurate reports.

Requirements:

• MBA in Finance, CA, or minimum graduation in any stream. Financial domain knowledge
• Excellent writing, communication, problem-solving, organizational, and analytical skills.
• Working experience in Agile methodology. Understanding of how a software development lifecycle, scrum and agile team works.
• Awareness of end-to-end business analysis and Project/Product management processes.
• Excellent documentation skills.
• A bachelor’s degree in engineering, Math or computer applications will be an added advantage.
• Prior usage of any ticketing applications, such as Jira, Zendesk, Salesforce or Bugzilla.
• Nice to have:
  • Proactiveness to meet representatives to discuss cross-squad initiatives and facilitate the discussion of potential solutions for areas of inefficiency, bottlenecks, or waste.
  • Comprehensive problem-solving skills, ability to rephrase the ongoing query and drill down to stepwise solutions within the timeline.
  • A team player’s attitude with a high threshold for quality.
  • Meticulous and attentive to detail