Associate Technical Customer Support Advisor
DH Corporation
Manila, Philippines
3h ago

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together.

Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business.

From a graduate Software Engineer to an experienced Sales Executive we are looking for personal leadership and people with the appetite to understand the markets and customers we serve.

We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

Job Title : CS - Support Consultant Kondor+

Location : Philippines - Manila

Category : Technical Customer Support consultant

Department : Customer Support

Job Description

Customer Support Department Support K+ and K+TP Suite applications in Asia and Pacific team. As Customer Support member you will also need or be able to support customers in other locations globally (by remote access to customers).

The Responsibilities

Assists the Product Support Group in providing customer service to Finastra clients through research and resolution of support cases and communicating solutions to internal and external customers and / or support consultancy as needed (i.

e. premium support services)

  • Providing an effective, timely and professional product support and resolution service to Finastra Customers. Liaise with the clients to analyse, determine and document their issues;
  • Analyse, resolve, escalate problems encountered by the team during the support of Finastra products
  • This will include detailed issue escalation and resolution through interaction with other Finastra departments and, where appropriate, the escalation of complex or system wide issues to the Product Management.
  • Analyze technical cases and provide resolution in accordance with agreed customer metrics to ensure customer satisfaction (i.e. SLA)
  • Work as part of a team to resolve client issues affecting multiple clients installing, maintaining and upgrading required software
  • Testing and validating new software versions and patches
  • Liaising with developers on software bugs, specifications & user requirements
  • Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future
  • Provide accurate information to the Development team, as needed, in order to allow them to correct the software without having to refer back to the originating customer
  • Share knowledge and practical experience through Finastra Customer Services teams on product / technical skills to continually improve the capability and effectiveness of the Services / Support teams
  • Maintain status of problem resolution and update customer and team lead on resolution status
  • Ensure that regular up-to-date accurate information is recorded in the call logging system (e.g. SFDC) so that customers can see progress on the support cases
  • Adhere to existing policies and procedures
  • Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls
  • Document known issues and solutions and ensure adequate internal communication of problem resolutions. Conveys customer feedback to management
  • Participates on teams and special projects to improve product and service quality and client satisfaction
  • Skills / Requirements

    The Required Skills, Knowledge & Experience

  • 2-4 years’ experience with financial products in a support, development or consultancy environment,
  • Strong client focus and impeccable professional integrity
  • Baccalaureate or Graduate as per local diploma in computer science / IT or relevant work experience
  • Professional experience developing or supporting finance / treasury products.
  • Good understanding of relational database principals and technologies
  • Strong understanding and experience in Sybase and / or MSSQL will be considered a distinct advantage
  • Strong technical skills on, UNIX, Solaris OR Windows.
  • Virtualization awareness ( Solaris Zone , LINUX Containers, etc)
  • Exposure to C++, Databases, Web Services Technology, SOA (Service Oriented Architecture ) , J2EE & Integration technologies (Data Mapping, Data transformation , Workflows)
  • Good knowledge of Java and PL / SQL
  • Solid understanding of the importance of software development processes and product life cycles
  • Good English communication skills.
  • Experience on Capital markets will be considered a distinct advantage.
  • Experience on Kondor+ application will be considered as an important distinct advantage
  • Able and willing to work on shifts’ or to be on an after hours’ rotation ( the request for Out-of-hours or shift if happen will be minimum)
  • The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

    The Future is Collaborative . The Future is Open. The Future is Now.

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