Job Description

#Hiring
We have an exciting requirement with one of the leading Fintech client for the position of a L1 Support. Interested candidates can send in your resume to [email protected] This is a full time role, at Krayontek Solutions.

Exp: 3yrs to 7yrs
Location: Mumbai
Role: L1 Support
Job Type: On Site

Summary:

We are looking for an L1 Support Specialist with experience in Omnifin (Loan Management System) and other Loan Management Systems (LMS). The ideal candidate will provide front-line support to end-users, ensuring the seamless operation of LMS platforms, specifically Omnifin. This role involves troubleshooting and resolving issues related to LMS functionalities, user access, data integrity, and system performance. As an L1 Support Specialist, you will be the first point of contact for all technical queries related to the LMS, ensuring that customer and internal queries are addressed efficiently and effectively.

Key Responsibilities:

• Omnifin and LMS Support
  • Provide L1 support for Omnifin LMS and related platforms, addressing user issues and queries regarding loan origination, servicing, payment schedules, reporting, and other LMS-related functionalities.
  • Troubleshoot and resolve common user issues related to loan management workflows, account balances, payment schedules, system performance, and other application functions.
  • Ensure all support requests are logged accurately in the service desk tool and prioritized according to business needs.
  • Offer timely and professional responses to customer inquiries, including escalations from L1 support, and provide resolutions based on standard operating procedures.
     
• Issue Resolution & Troubleshooting
  • Act as the first point of contact for troubleshooting LMS-related issues, such as login issues, data inconsistencies, system errors, and application bugs.
  • Identify and escalate complex issues to higher support levels (L2/L3) when necessary, ensuring a smooth handoff with complete issue details and relevant context.
  • Ensure consistent follow-up with users to ensure issues are resolved in a timely manner and that service levels are maintained.
     
• System Monitoring & Incident Management
  • Monitor the Omnifin and LMS systems for any performance issues, system downtime, or errors that may impact business operations.
  • Report issues to relevant teams (IT support, application development, infrastructure, etc.) and work on temporary workarounds until the issue is resolved.
  • Help maintain system documentation, including FAQs, troubleshooting guides, and knowledge base articles, to enable faster issue resolution.
     
• User Access Management
  • Assist in the management of user accounts, including the creation, modification, and deactivation of users on the LMS (Omnifin).
  • Ensure proper access control levels based on user roles within the system (e.g., loan officer, admin, auditor).
  • Work with the IT security team to ensure proper authentication and authorization for all users accessing sensitive loan data.
     
• System Configuration & Customization
  • Assist in basic configurations of the Omnifin LMS, including setting up user preferences, loan product configurations, repayment schedules, etc., under guidance from L2/L3 support teams.
  • Assist in user acceptance testing (UAT) for new features or system upgrades.
     
• Training & User Support
  • Provide basic user training on LMS functionalities, such as how to log in, navigate the system, retrieve loan information, and submit service requests.
  • Assist users in understanding how to use LMS tools effectively and how to resolve minor issues on their own.
     
• Documentation & Reporting
  • Document and maintain detailed records of all user support tickets, including the issue description, resolution, and any follow-up actions required.
  • Generate weekly and monthly reports on ticket trends, issue resolution status, and system performance metrics.
  • Contribute to improving the internal knowledge base by updating articles, FAQs, and troubleshooting guides.
     

Key Requirements:

• Experience:
  • Minimum 3 to 7 years of hands-on experience providing L1 support in a Loan Management System (LMS) environment, specifically with Omnifin or similar platforms.
  • Strong understanding of loan origination, servicing, and payment workflows in the BFSI (Banking, Financial Services, and Insurance) domain.
  • Experience in handling support tickets, providing timely responses, and troubleshooting system-related issues.
     

• Technical Skills:
  • Familiarity with the Omnifin Loan Management System (or any other loan management platforms) and an understanding of its core features (loan origination, servicing, payment processing).
  • Basic understanding of database management, SQL queries, and system logs to troubleshoot application issues.
  • Familiarity with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) for logging, tracking, and managing support tickets.
  • Understanding of user access management, role-based permissions, and basic troubleshooting of system access issues.
     
• Soft Skills:
  • Excellent communication skills with the ability to explain complex issues in simple terms to non-technical users.
  • Strong problem-solving skills and a keen attention to detail.
  • Ability to work independently and handle multiple support tickets efficiently in a fast-paced environment.
  • Strong customer service orientation, with a focus on delivering a positive user experience.