Technical Customer Support Advisor

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Employer: Finastra
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 03.04.2018
    Short company description

    Formed in 2017 by the combination of Misys and D+H, Finastra builds and deploys innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or location—from global financial institutions to community banks and credit unions.


    Required Experience:

    •University degree in Computer Science, Mathematics, Business IT or related
    •Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
    •SQL/ Java/ C#
    •Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
    •Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
    •Very good English knowledge
    •Analytical abilities, attention to details, stability, responsibility as well as customer focus
    •Ability to work independently as well as part of a customer facing team


    Responsibilities & Deliverables:

    Your deliverables as a member of the FusionCapital Summit Customer Support (Bucharest) team include (but are not limited to) the following:

    •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 solution where feasible and/or detailed analysis to the R&D 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
    •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