Technical Client Support Specialist

Responsibilities

This role is the key interface between Finastra clients on one side and development 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.

Responsibilities & Deliverables:

Your deliverables in this role will include:

• Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring that they can use the product effectively and efficiently according to their needs.
• Demonstrate strong technical skills and knowledge by understanding and replicating the reported issues in the Client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to the stakeholder teams, with minimal assistance.
• Ensure timely and clear communication with the clients by updating them on the progress and status of the issue resolution, tracking and following up on the issues sent to other departments, and participating in client meetings and WebEx sessions as needed, focusing on the client's satisfaction and product quality.
• Validate the fixed defects thoroughly by testing the described scenarios and confirming that they are resolved.
• Escalate the issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.
• Ability to document in detail in all interactions, troubleshooting, testing and research case ticketing system visible to clients.
• Create knowledge base articles or other technical documents to drive self service solutioning for clients via client portal.
• Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired.
• Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals.

• Degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience
• Debugging skills and experience with debugging tools, audit logs, etc.
• Medium expertise with Windows Operating System
• Medium expertise with networking, firewalls, and IP addresses
• 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

• Analyze and adapt mentality: You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands. You should be able to identify the root cause of technical issues, find solutions, and implement them quickly and efficiently.
• Technical aptitude: You should have a good grasp of technology, especially software applications, databases, networks, and security. You should be familiar with common operating systems, browsers, and devices. You should be able to learn new technologies and tools quickly and independently.
• Customer service: You should have excellent communication and interpersonal skills, as well as a positive and professional attitude. You should be able to listen to customers, understand their concerns, and provide clear and concise responses. You should be able to handle difficult situations with patience and empathy.
• Banking knowledge (preferred but not required): You should have a solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges.