What will you contribute? Reporting to the Manager Role Name , the Role Name is the key interface between Finastra clients on one side and Organization Name organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience.
The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible.
The Role Name also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.
Responsibilities & Deliverables : Your deliverables as a Role Name will 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 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 sessions, in order to ensure proper communication with the customers and / or to speed up the investigation of the issue reported Provide on-site or remote support during client conversions as applicable.
Validate defects thoroughly by ensuring that the described scenarios are fixed Test and troubleshoot system configuration and functionality.
process-oriented Successful candidate must enjoy problem solving, which is a significant part of the job Client facing service experience required.
Software implementation, support, or training experience strongly preferred. Experience with project management disciplines preferred.
Experience with Finastra products a plus.