Senior Technical Customer Support Advisor

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Employer: Finastra
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 28.03.2021
    Short company description

    We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.


    Required Experience:

    • Bachelor’s Degree in finance
    • Master’s degree in Finance, Economics or Computer Science
    • Good understanding of the financial products and current financial technology
    • Solid understanding of capital market dynamics and financial risk management
    • Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus
    • Commitment to customer service - willing to go the extra mile to provide excellent service
    • Analytical abilities, attention to details, stability as well as responsibility
    • Good team player, but also able to perform independent tasks


    Responsibilities & Deliverables:

    Your deliverables as a Senior Technical Customer Support Advisor will include, but are not limited to, the following:
    • Uses his advanced understanding of the product functionalities and capabilities to respond to customer requests, whether these are reported issues, questions or assistance requests, helping them use the product properly as per their needs.
    • Is able to handle complex cases and to find efficient ways to resolve them, involving, when necessary, other teams (eg. Product Management, Product Center)
    • Understand the reported issue (especially from a functional perspective) and be able to replicate the respective scenario in the Finastra environments
    • Perform functional 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
    • Follows Best practices for case management and encourages others to do the same – is able to propose changes in the policies and rules applied within Customer Support
    • Acts as a subject matter specialist for most of the functional aspects of the product and provides regular help to the team members, being able to deliver trainings and to transfer knowledge to the team
    • Validates defects thoroughly by ensuring that the described scenarios are fixed
    • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed