Junior Functional Engineer
hace 3 semanas
**Responsibilities**:
**What will you contribute?**
Be part of the Kondor Engineering Support Group in Mexico where you will strive to deliver quality customer services to local and foreign clients, reporting to a local manager. Fusion Capital Kondor is a market-leading trade and risk management solution to manage global trading activities on a single, flexible and extensible platform. Easily customizable to meet each user's individual needs, it provides real time, front-to-back coverage across the full range of asset classes and market instruments. It is used by traders, head traders, dealing room managers, financial analysts and risk managers.
**Responsibilities & Deliverables**:
- Responsible for the customer support experience with Finastra
- Own, troubleshoot and solve customer functional issues in accordance with client’s SLAs.
- Ensure that the clients are able to utilize the product properly as per their needs
- Update clients on the progress towards issue resolution
- Identify cases that require escalation (either technically or strategically) create defects in JIRA upon necessity
- Create and maintain incident management requests to product group using collaboration, troubleshooting best practices and transparency within and across teams.
- Drive functional collaboration and engagement outside of CS
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience
- Be a part of the triage team once enough experience is accumulated
- Upon request, complete monthly, quarterly and ad-hoc reports
- Pass feedback to other departments
**Required Experience**:
- Bachelor's degree in banking and finance
- Very good communication skills
- Strong analytical abilities
- Customer focus
- Attention to details
- Good command of English
- Light Linux knowledge
- Light SQL knowledge
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