Responsibilities

This role is the key interface between Finastra clients on one side and development 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 product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible.

Responsibilities & Deliverables:

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

• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform in depth technical investigations with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams, with little assistance.
• 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
• 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
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
• Document the issue resolution process by logging the steps and actions taken, updating the internal systems with clear and concise information, and creating knowledge base articles or other technical documents to share the solutions with the wider team and customers.
• Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired.
• Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals.

• University degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience
• Debugging skills and experience with debugging tools, audit logs, etc.
• Medium expertise with SQL
• Medium expertise with Windows Operating System
• Medium expertise with networking, firewalls, and IP addresses
• Excellent written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team

• Banking knowledge: You should have a solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges.
• Analyze and adapt mentality: You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands. You should be able to identify the root cause of technical issues, find solutions, and implement them quickly and efficiently.
• Technical aptitude: You should have a good grasp of technology, especially software applications, databases, networks, and security. You should be familiar with common operating systems, browsers, and devices. You should be able to learn new technologies and tools quickly and independently.
• Customer service: You should have excellent communication and interpersonal skills, as well as a positive and professional attitude. You should be able to listen to customers, understand their concerns, and provide clear and concise responses. You should be able to handle difficult situations with patience and empathy.
• Banking knowledge (preferred but not required): You should have a solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges.