Must 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 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 s / Teams 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 Raise / escalate issues with the Team Leader and / or Manager where / when needed Must be able to read, write and speak in Japanese (at least JLPT N3)