Technical Client Support Specialist

hace 2 semanas

Guadalajara, Jalisco, México Finastra Usa Corporation A tiempo completo

Finastra Usa Corporation is seeking a skilled Technical Client Support Specialist to join our team. In this role, you will be the key interface between our clients and development organization, contributing to the overall delivery of software and services.

**Responsibilities & Deliverables:**

  • Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring they can use our products effectively and efficiently according to their needs.
  • Demonstrate strong technical skills and knowledge by understanding and replicating reported issues in the client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to stakeholder teams.
  • Ensure timely and clear communication with clients by updating them on the progress and status of issue resolution, tracking and following up on issues sent to other departments, and participating in client meetings and WebEx sessions as needed.
  • Validate fixed defects thoroughly by testing described scenarios and confirming they are resolved.
  • Evaluate and escalate issues with Team Leaders and/or Managers when necessary, providing relevant information and analysis.
  • Create comprehensive documentation for all interactions, troubleshooting, testing, and research case ticketing systems visible to clients.
  • Develop knowledge base articles or other technical documents to drive self-service solutioning for clients via client portals.
  • Provide feedback and suggestions for product improvement and enhancement based on customer experiences and acquired product knowledge.
  • Collaborate and communicate effectively with team members and internal stakeholders, sharing knowledge, best practices, and relevant information, and supporting each other to achieve team and organizational goals.

**Required Skills & Qualifications:**

  • Medium expertise with Windows Operating System
  • Medium expertise with networking, firewalls, and IP addresses
  • Analytical abilities, attention to detail, stability, responsibility, and customer focus
  • Ability to work independently as well as part of a customer-facing team

We estimate the salary range for this position to be around $85,000 - $110,000 per year, depending on location and experience.

This role requires a strong analytical mindset, excellent communication skills, and the ability to adapt to changing situations and customer demands. You should have a solid understanding of the banking sector, its products, services, regulations, and processes. If you possess these qualities and are looking for a challenging and rewarding opportunity, please apply.

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