Technical Engineer, Customer Support
Manila, Philippines
3d ago

Technical Customer Specialist is a critical role in Global Support to provide a world-class customer experience. The role will embed a deep customer-centred culture where our staff are empowered to take decisions to lower customer effort and increase their satisfaction with our solutions and our support.

The Technical Customer Specialist acts as the primary point of contact to our customers. The Technical Customer Specialist is responsible to meet the customer’s and Finastra’s objectives for new product releases, maintenance, and defects with a combination of Account Management They ensure that customers and Finastra are coordinated on the status of each raised issue, and agree on priorities.

The Technical Customer Specialist reports to the Director of Global Payment Support Leader and will have a strong relationship with the Account Managers.

  • Account management : Hold regular calls with customer to ensure the customers and Finastra are in sync on the status of each raised issue & agree on priorities Discuss cases that fall under Case Management Rules Review emergency support requests Provide and review relevant dashboards (at the operational level, whereas CEM would review at key governance meetings) Face to Face meetings at least once a year with highest priority customers, where required (may not be for all customers) Promote self-service;
  • use of knowledge base and documentation portal Identify training or premium support services opportunities Identify Finastra solution or upgrade opportunities;
  • pass on to Account Team As required and as needed, take part in user groups and other customer events, supporting Regional CE leaders or Product Leaders in the process Ensure customer has up to date contact information and escalation path PS to CS handover - take active part in and with L2 Monthly support dashboard review, monthly backlog review, monthly system review, and quarterly service enablement Ensure SFDC records for customers are up to date : Product versions and CA name;
  • Meeting minutes are loaded into SFDC If required, provide input into CS forums such as User Groups and represent customer priorities, as geography allows (in person or virtual) Escalation management Create and manage project plans, schedules, deliverables and services to the customer, as well as to the Delivery, Services and Product groups Escalation Management including chasing cases to closure Work with L2, Development and Product Management to ensure open issues are being resolved and customer needs being met Work with product management to progress enhancement requests Track, communicate and escalate issues that can impact project successManage problem resolutions and any escalations when required Internal Support Maintain and enforce standards for PS to CS handovers for transition of assigned clients in and out of Global Services / Professional Services Advocate for the client with Sales or PS to contract for needed services Functional Knowledge

  • Has in-depth knowledge and expertise in own job discipline and working knowledge of related job disciplines Business Expertise
  • Understands best practices; is aware of the competition and the factors that differentiate Finastra within the context of area supported
  • Understands how their own area integrates with others to deliver results Leadership
  • Acts as a resource for colleagues with less experience; may lead projects or professional programs / processes with manageable risks and resource requirements Problem Solving
  • Solves complex problems; takes a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information and structures key trade-off decisions Impact
  • Impacts a range of business, operational, project or technical activities within their own and related teams through accountability for end to end processes, products or programs
  • Works within broad guidelines and policies Interpersonal Skills
  • Explains difficult or sensitive information; works to build consensus
  • May have direct client or key stakeholder interaction, navigates key issues and negotiates milestones
  • May provide process and subject matter advice at more senior levels The Global Career Framework is part of Power of 3 that provides insights points to help you understand what good looks like.
  • Finastra Competencies build on our Power of 3 which provide more richness to expectations for all our employees around the values and observable, measurable skills and behaviors that are expected of each of us.

    Our competencies are aligned to Finastra Values which outline what each and every Finastra employee is expected to embody, exhibit and model in their interactions and the competencies help build this out more and provides the bases for how we can continue to evolve our role modelling of the Finastra Values.

    Individual Contributors Competencies : Customer Focus, Action Oriented, Drives Results, Self Development, Instils Trust, Situational Adaptability, Courage, Being Resilient, Tech Savvy, Cultivates Innovation, Collaborates, Communicates Effectively People Manager & Leader Competencies : Customer Focus, Action Oriented, Decision Quality, Plans & Aligns, Ensures Accountability, Instils Trust, Situational Adaptability, Strategic Mindset, Collaborates, Builds Effective Teams, Attracts & Develops Talent Required Experience : Excellent written and spoken English 3+ years’ experience working on any Payment Product Experience in data analytics, utilizing reporting tools such as (Salesforce reporting, Power BI or other) Ability to work independently in a dynamic and demanding environment Experience handling multiple requests concurrently, and seeing them to completion Excellent Communication skills - Experience in setting accurate expectation with customers Excellent client-facing verbal and written communication skills Willingness to travel abroad less than 25% Bachelor's Degree holder

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