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Technical Client Support

AT Finastra
Finastra

Technical Client Support

Guadalajara, Mexico

What will you contribute?

The holder of the role is a product generalist for multiple products, that logs new support requests, provides triage level support and data collection, trains clients on self-service tools and uses knowledge base to provide known solutions to common issues.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

  • Clearly and professionally communicate with clients to gather data on their support issues.
  • Thoroughly document all interactions with clients in SalesForce case tracking system.
  • Educate clients on availability and usage of on-line tools.
  • Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met.
  • Create or recommend updates to knowledgebase articles for internal and external use with goal of spreading knowledge internally while also reducing and deflecting support requests from clients.
  • Apply the knowledge found in existing knowledge articles to successfully resolve client issues. This may involve sending a client an article directly or using knowledge found in an article to help a client via the phone.
  • Maintain proficient knowledge of job-related information as required. This may include financial institution, compliance, or technical information.
  • Build and maintain general knowledge on multiple Finastra Lending Business Unit products.
  • Provide triage support or assistance to Finastra Sales and Training staff as required.
  • Maintain a general knowledge of company procedures and policies.
  • Build, maintain and run internal reports as needed for management
  • Participate in department projects and tasks as needed
  • Excellent written and verbal communication in English
  • Analytical abilities, attention to detail, stability, responsibility as well as customer and team focus
  • Ability to work independently as well as part of a customer facing team
  • Perform additional duties or special assignments as required.

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Required Experience:

  • Familiarity with basic computer, network, operating systems, and cloud.
  • General proficiency with Microsoft Office and Office 365 applications

EDUCATION / CERTIFICATIONS

  • Bachelor's degree in information systems or related discipline or equivalent skills.

Client-provided location(s): Guadalajara, Jalisco, Mexico
Job ID: Finastra-10079
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Vision Insurance
    • Life Insurance
    • Dental Insurance
    • Health Insurance
    • Mental Health Benefits
    • Health Reimbursement Account
    • Short-Term Disability
    • Long-Term Disability
    • Pet Insurance
    • FSA
    • HSA
  • Parental Benefits

    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • Company Outings
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Unlimited Paid Time Off
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • Financial Counseling
    • 401(K) With Company Matching
  • Professional Development

    • Internship Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Promote From Within
    • Access to Online Courses
    • Lunch and Learns