The Support Expert is a highly skilled individual in charge of providing advanced level of support to our worldwide client base.
This position implies both understanding our clients' issues from a functional perspective, and also tightly co-working with our Product team and our Technical Account Managers to address advanced support cases.
This position leads to a sound understanding of international financial markets and to an excellent knowledge of our product suite.
Excellent Java skills and quick thinking are keys to becoming part of this unique elite group in our organization. This position may imply travelling in different world regions to efficiently work with our different offices.
i) Addressing all issues raised related to product configuration
ii) Identifying integration issues between different products
iii) Locating at the source code level the issue origin.
iv) Enforce our Service Level Agreement with our clients (on response times and resolution times)
i) Being constantly informed on latest product evolutions, through attendance to regular product demos.
ii) Being constantly trained and up to date on a given set of products, through regular trainings and immersions in our product team
iii) Regularly liaising with our Business Analysts to understand the intricacies of our business and keep up to speed from a functional standpoint.
i) establishing, measuring, controlling and enforcing best practices around support among our community of Technical Account Managers worldwide.
ii) Mentoring and training our Technical Account Managers to enhance the quality of the issues they will raise to you.