FinStart Rotational Program - Associate Technical Support Engineer (Day/Mid shift)

Responsibilities

What will you contribute?

Reporting to the Technical Support Lead, the Associate Technical Support Engineer is the key interface between Finastra clients on one side and the FMM 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 Support Engineer also uses their technical expertise to assist functional consultants on a as needed basis.

Responsibilities & Deliverables:

• 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, Zoom/Teams 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

• University degree in Computer Science, Information Technology, Business IT or related major
• Very good knowledge on ticketing systems such as Salesforce, Jira, ServiceNow
• Has Case management experience
• Basic expertise with monitoring systems such as Zabbix/ site 24/7 / Everbridge
• 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
• Willing to work on mid shift or night shift