Senior Engineering Support Advisor

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.

Bachelor Degree in Finance
Master Degree in Finance, Economics or Computer Science
Good understanding of the financial products and current financial technology
Understanding of various regulatory requirements is a plus (i.e. IFRS, EMIR & Dodd-Frank)
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

Uses his excellent understanding of the product functionalities and capabilities to respond to customer requests, whether these are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs. Is able to handle the most complex cases and to find the most efficient ways to resolve them, involving, when necessary, other teams (eg.Product Management, Product Center)
Participates 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 up on major crises and ensures the team is able to get client on track, taking the lead to resolve problems when required. When necessary, travels onsite on client missions to drive case resolution or complete issue analysis
Understands the reported issues and validates functional requirements and ensures an external view of the implemented functionalities. Also has excellent knowledge of non-core customizations done for the client.
Acts as a subject matter expert (SME) 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
Updates 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
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
Validates defects thoroughly by ensuring that the described scenarios are fixed
Raises/ escalates issues with the Team Leader and/ or Manager where/ when needed