Responsibilities
What will you contribute?
Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a functional specialist, responsible for handling and resolving the raised issues in the shortest time possible. For software related issues, he/she is responsible for replicating client issues through regression scenarios and providing his/her analysis to Product Center for resolution, while suggesting a workaround to the client in the interim. If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he/she may be called upon to do testing on beta deliveries or fixes.
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Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:
• Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue from a business perspective
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with minimum guidance from senior colleagues or manager
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
• Solves problems in straightforward situations by gathering relevant information
• Track issues sent to other departments and ensure a resolution to the client's satisfaction is attained
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Follow Best practices for case management
• Validate defects thoroughly by ensuring that the described scenarios are fixed • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Required Experience:
• University degree in Finance, Economics
• Good knowledge of financial products and capital markets. Experience in the capital markets/financial software field is considered a plus
• Strong English communication skills, both written and verbal.
• Customer service oriented - willing to go the extra mile to provide excellent service to our clients. Customer support experience is a plus.
• Attention to details as well as accountability
• Ability to work independently as well as part of a customer facing team
• Able to work in a multi-cultural and multi-sites team
• SQL knowledge is considered a plus