Support Analyst

Intellect Design Arena Ltd is a global leader in enterprise-grade financial technology, delivering composable and intelligent solutions to forward-looking financial institutions across 61 countries. With three decades of domain expertise, our product suite spans Wholesale Banking, Consumer Banking, Central Banking, Wealth, Capital Markets, Treasury, Insurance and Digital Technology for Commerce. Applying First Principles Thinking and Design Thinking, we have broken down the financial services landscape into a finite set of Events, Microservices, and APIs, enabling faster, modular transformation with measurable outcomes.

Intellect is trusted by Financial Leaders Worldwide 500+ Leading Global, Regional and Challenger Financial Institutions across 57 Countries rely on Intellect.

For more information, visit

www.emach.ai

www.purplefabric.ai

As a Support Analyst 1 at Intellect Design Arena, you will deliver world-class frontline support to our clients, responding promptly to customer interactions through multiple channels including phone, email, ticketing systems, and other digital platforms. You will ensure seamless service delivery by fulfilling routine service requests, efficiently managing assigned incidents, and upholding Intellect’s commitment to exceptional customer experience for our global financial services clientele.

• Diploma or Degree in Computer Science, Business Administration, Information Technology, or a related field (or equivalent practical experience).
• Minimum 3 years of relevant customer service or technical support experience, preferably within the financial technology (Fin Tech) or banking domain.
• Sound knowledge of client support methodologies, ticketing platforms (e.g., JIRA, Service Now), and customer communication tools commonly used in SaaS, cloud, or banking solutions.
• Ability to diagnose and analyze both technical and operational issues with Intellect’s digital banking, payments, or contextual banking suites, offering effective solutions or escalation as required.
• Strong analytical, problem-solving, time management, and organizational skills.
• Excellent verbal and written communication skills, capable of engaging with banking clients, technical specialists, and Intellect product teams in global delivery contexts.
• Proven customer service focus, adaptability to rapidly changing priorities, and ability to thrive in a fast-paced, results-driven Fin Tech environment.

• Respond professionally to client enquiries/issues via phone, email, and Intellect’s case management platforms.
• Perform accurate incident analysis:
  Collect and document required information to enable triage, diagnosing routine issues and resolving them or escalating complex cases to Level 2 or product engineering teams as per Intellect’s escalation protocols.
• Meet or exceed service level agreements (SLAs) for incident and request resolution.
• Act as the voice of the client within Intellect, collaborating with operational, technical, and product teams
• Follow escalation and communication workflows to ensure prompt and satisfactory resolution of client-impacting incidents and requests.
• Manage the lifecycle of client service requests using Intellect’s designated tracking tools- providing timely updates and clear communication to clients.
• Ensure all SLAs are strictly adhered to, with an emphasis on quality, speed, and customer satisfaction.

• Maintain updated knowledge of Intellect’s product suite (such as the Forge, DEP, LOS, and others), including feature enhancements and central hosting/application architectures.
• Provide accurate information, support, and troubleshooting for deployed solutions and services.
• Recommend process improvements to streamline client support, increase productivity, and drive continuous improvement in line with Intellect’s Digital Transformation goals.

• Update internal knowledge bases, wikis, and standard operating procedures to reflect new solutions, client environments, and product updates.
• Contribute to a culture of learning by sharing product and troubleshooting insights with peers and…