About daappa
daappa is an institutional-grade software solution platform designed to help firms manage and administer complex investments, structures, and funds related to private equity, debt, loans, real estate, infrastructure, and other real assets.
Following a period of business growth, we are seeking a Senior Support Analyst to enhance our Support Team. As the first point of contact for daappa’s front-to-back office software applications, our role is to offer guidance and assistance to individuals across investment, operations, and finance teams at some of the leading companies in the private equity sector. Our team collaborates closely with the daappa Global Professional Services, Development, and QC units to meet our clients’ needs.
Core Mission
Your primary responsibility is to provide consistent and reliable customer support to our clients, which include asset owners, asset managers, GPs/VCs, and fund administrators in the private asset industry sector. You will be adept at both identifying and solving issues, comfortable with direct client interactions, and able to work collaboratively with other teams to ensure timely and effective resolutions. Your role is crucial in building and maintaining strong, mutually beneficial relationships with our clients.
Responsibilities
Reporting to the Support Services Manager, your responsibilities will include, but not limited to:
- Issue investigation, escalation, customer interaction and follow-up
- Talking directly to the customer to determine the nature of the issue.
- Providing consultation and support, communicating effectively to convey complex functional/technical information.
- Prioritising and appropriately escalating issues to ensure timely resolution.
- Carrying out analysis of issues (functional and backend) and determining the most effective issue resolution procedures
- Suggesting, testing, implementing, and evaluating solutions, where possible, and documenting them
- Coordinating and interacting with other functions as a liaison between support and clients to communicate end-user needs and ensure effective solutions are implemented.
- Actively participating in departmental and functional/technical meetings to discuss and resolve issues.
- Attends training and utilises online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.
Requirements
- A strong academic background, with STEM (Science, technology, engineering, and mathematics) or similarly applicable subjects
- A thorough understanding of the software development life cycle, Agile development, and continuous integration
- Strong communication and written skills
Skills required
- 5+ years of experience in Support or related role
- MS SQL Server/Postgres database skills: Writing SQL statements and Stored Procedures. Evidence of formal training is preferred.
- Potential of taking on Level 3 issue analysis e.g., database/code troubleshooting (in Windows & Java platforms)
- Familiar with at least one customer support or project management tool
- Proficient in English with excellent communication (including written/verbal/ presentation), listening and interpersonal skills; our client base is international
- Bachelor’s degree or higher in Computer Science or related field preferred, but not essential
- Self-starter who can hit the ground running
Experience
- Experience in one or more technologies – Asp.Net, Angular, Java, Spring Boot
- Financial/Accounting systems experience, familiar with accounting terms/concepts
- Software certifications
- Advanced MS Excel & Word Skills
Qualification
- Strong academic background in STEM (Science, Technology, Engineering, Mathematics) or related fields.
- Minimum of 5 years of experience in a Support or related role.
- Proficiency in MS SQL Server/Postgres database operations, including SQL statement creation and Stored Procedures; formal training evidence is preferred.
- Experience in one or more technologies, such as Asp.Net, Angular, Java, or Spring Boot.
What we offer
- The opportunity to contribute to the development and growth of both our business and its products.
- Experience that will further enhance your knowledge and skills.
- A flexible, collaborative, and sociable working environment.
Join us!
At daappa, we are proud to have a business that is made up of colleagues from all over the world. We are passionate about diversity and inclusion, believing that a variety in age, race, ethnicity, disability, gender, or sexual orientation only enhances our work environment. We are committed to championing an environment where all differences are valued.
If this role aligns with your experience and interests, we want to hear from you!
More about daappa: www.daappa.com
More about the BRD Group: www.brd-fintech.com
