Technical Customer Support

hace 3 meses

Guadalajara, México Finastra USA Corporation A tiempo completo

**Responsibilities**:
**What will you contribute?**

This role is the key interface between Finastra clients on one side and development 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.

**Responsibilities & Deliverables**:
Your deliverables on this role will include 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
- Validate defects thoroughly by ensuring that the described scenarios are fixed
- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
- Please note that the shift hours required for this role are 10:00am CST - 7:00pm CST_

**Required Experience**:

- Degree in Computer Science, Mathematics, Business IT or related experience
- Debugging skills and some experience with debugging tools, audit logs, etc.
- Medium expertise with SQL
- Medium expertise on Windows
- Medium expertise with networking, firewalls, and IP addresses
- Excellent written and verbal communication in English
- Analytical abilities, attention to detail, stability, responsibility as well as customer focus
- Ability to work independently as well as part of a customer facing team

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