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.
Be part of the Kondor Engineering Support Group in Portugal where you will strive to deliver quality customer services to local and foreign clients, reporting to a manager in Paris. Fusion Capital Kondor is a market-leading trade and risk management solution to manage global trading activities on a single, flexible and extensible platform. Easily customizable to meet each user's individual needs, it provides real time, front-to-back coverage across the full range of asset classes and market instruments. It is used by traders, head traders, dealing room managers, financial analysts and risk managers.
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Responsibilities & Deliverables:
- Responsible for the customer support experience with Finastra
- Own, troubleshoot and solve customer technical issues in accordance with client's SLAs.
- Ensure that the clients are able to utilize the product properly as per their needs
- Update clients on the progress towards issue resolution
- Identify cases that require escalation (either technically or strategically) create defects in JIRA upon necessity
- Create and maintain incident management requests to product group using collaboration, troubleshooting best practices and transparency within and across teams.
- Drive technical collaboration and engagement outside of CS
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience
- Be a part of the triage team once enough experience is accumulated
- Upon request, complete monthly, quarterly and ad-hoc reports
- Pass feedback to other departments
Required Experience:
- Bachelor's degree in IT or Computer Science
- 1 year + experience in a customer support role
- Very good communication skills
- Strong analytical abilities
- Customer focus
- Experience in applicative technical support Linux based, not infrastructure administration, software delivery activities or Microsoft Windows deployments.
- Attention to details
- Good command and fluent in English and Portuguese
- Light SQL (preferable T-SQL)
- Light Scripting (Shell, Python)
- Programming skills is a plus
- Experience with Salesforce and Jira is a plus
We 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!