Overview
What will you contribute?
Reporting to the Technical Support Manager, the Associate Technical Engineer, Customer Support is the key interface between Finastra clients on one side and the 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. The Associate Technical Engineer, Customer Support 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.
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Responsibilities
Responsibilities & Deliverables:
Your deliverables as a Associate Technical Engineer, Customer Support 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 technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder 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, 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
- Build and provide simple scripts with the assistance of senior colleagues when necessary
- Write technical specifications and best practices documentation
- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Qualifications
- Have a passion for Customer Support
- University degree in Computer Science, Mathematics, Business IT or related major
- Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
- Deductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required
- Ability to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users' processes and outline change recommendations
- Excellent written and verbal communication in English
- Ability to work independently as well as part of a customer facing team
- Amenable to work US business hours (graveyard shift)
- Target start date: June 2024