Senior Technical Engineer, Customer Support @ Finastra Software

Job Description

What will you contribute

• Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies
• Adhere to FINASTRA Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met.
• Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion.
• Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues.
• Document client suggestions provide work-around solutions, when possible, for identified problems in FINASTRA products and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements.
• Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution.
• Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information.
• Build and maintain knowledge on specified FINASTRA components. Seek to maximize support certifications.
• Maintain a general knowledge of FINASTRA product usage within designated operating systems, networks, hardware, databases, and peripherals as required.
• Provide client support and technical issue resolution via E-Mail, phone, web ex, live meeting and other electronic medium.
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Serves as a team technical resource to internal and external clients
• Represents department as designated representative to product teams
• Develop Knowledge management repositories for team training and reference.
• Perform as a liaison between customer support and product development
• Will be part of the team that is responsible for after-hours support. This includes being on call on a rotating basis, and responding within a defined time frame to pages by both staff and clients after hours on weekdays, weekends, and holidays.
• Provide back up to overnight support, when required. This is intended to cover PTO, sick time and emergencies for our overnight resource and could be required with very short notice.
• Perform additional duties or special assignments as required.
• Provide internal support and training functions
• Responsibilities & Deliverables:
• Expert level of proficiency in the installation, use, and troubleshooting of software systems.
• Require independent analyses, communication and problem solving.
• Ability to work with minimal supervision and show initiative and judgment
• Excellent interpersonal communication skills via telephone, in person, and in writing.
• Superior customer service skills.
• Effective time management skills.
• Proven ability to learn quickly.
• Proven ability as problem solver.
• Ability to work with clients, co-workers or third parties professionally and tactfully.
• Possesses a neat, punctual, positive, proactive and professional work ethic.
• Ability to work well as part of a team or independently.
• Working knowledge of MS Office Applications & the Internet.
• Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels).
• Proficiency with Sybase and SQL Server databases included debugging stored procedures.
• Proficiency with complex scripting.
• Proficiency with client/server environment.
• Proficiency with Java, struts 1.2 framework, Javascript, jQuery, Ajax, SQL Server 2012, JSP, HTML5, CSS
• Must be able to work US business hours business hours (flexible).

• 
  Required Experience:
• 3-5 years relevant work experience including technical support and/or programming.
• Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent experience.

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.
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Employement Category:

Employement Type: Full time
Industry: Banking
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Senior Technical Engineer, Customer Support

Contact Details:

Company: Finastra Software
Location(s): Bengaluru

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