Responsibilities

What will you contribute?

Working as part of the Customer Support team, and reporting to a local Team Manager, this role is the key interface between Finastra's clients on one side and the R&D organization on the other side; contributing to the overall delivery of software and services to ensure a world-class customer experience.

The role holder is a product specialist, with technical competencies, responsible for handling and resolving the issues raised in the shortest time possible. They also use their technical expertise to assist functional consultants on a needs basis.

They are also responsible for ascertaining the root cause of the issue to identify whether it is software-related or not. At times, they may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on-site to handle issues on the client's premises.

• Respond to customer requests, whether these are reported issues, questions or assistance requests, helping the clients 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 technical investigation with root cause investigation of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the R&D teams.
• 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, to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Follow up on major crises and ensure the team can get clients on track, taking the lead to resolve problems when required. When necessary, travel onsite on client missions to drive case resolution or complete issue analysis.
• Validate defects thoroughly by ensuring that the described scenarios are fixed.
• Build and provide simple scripts with the assistance of senior colleagues when necessary. Follows Best practices for case management and encourages others to do the same - can propose changes in the policies and rules applied within Customer Support.
• Raise/ escalate issues with the Team Manager and/ or Manager where/ when needed.

• University degree in Computer Science, Mathematics, Business IT or related
• Good knowledge of C/C++ and SQL (including debugging skills) and experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• Good knowledge of Java and C#
• Experience with the Solaris and Linux operating systems (medium-advanced experience with Windows)
• Knowledge of Corba (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
• Excellent spoken and written English skills
• Analytical abilities, attention to detail, stability, responsibility, and customer focus
• Ability to work unsupervised, as well as part of a customer-facing team