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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.
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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
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).
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.