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.

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

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