Associate Techinical Customer Support Advisor

Lisboa
Permanente
Horário completo

Há 1 mês

Who are we?At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.What will you contribute?Reporting to the Technical Customer Support Senior Manager, the Associate Technical Support Engineer is the key interface between Finastra and its clients, 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. The Associate Technical Support Engineer also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role 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.Responsibilities & Deliverables:
Your deliverables as a Associate Technical Support Engineer 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 needsUnderstand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environmentsPerform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teamsUpdate 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 qualityParticipate 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 reportedValidate defects thoroughly by ensuring that the described scenarios are fixedBuild and provide simple scripts with the assistance of senior colleagues when necessaryWrite technical specifications and best practices documentationRaise/ escalate issues with the Team Leader and/ or Manager where/ when neededRequired Experience:University degree in Computer Science, Mathematics, Business IT or related majorGood knowledge of RPG, Java and SQLKnowledge IBM WebSphere MQ or RedHat AMQ, is an advantageKnowledge in other programming languages, including debugging skills and some experience with debugging tools on different operating systemsProduct Knowledge of Midas and Fusion Payment ManagerExcellent written and verbal communication in EnglishAnalytical abilities, attention to detail, stability, responsibility as well as customer focusAbility to work independently as well as part of a customer facing teamWe are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.· Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*· ESG: Benefit from paid time off for volunteering and donation matching.· DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).· Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.· Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.*Specific benefits may vary by location.At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.Be unique, be exceptional, and help us make a difference at Finastra!

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