Technical Customer Support Specialist

hace 4 días

Guadalajara, Jalisco, México Finastra A tiempo completo
About the Role

We are seeking a highly skilled Technical Customer Support Specialist to join our US Payments, Customer Support team at Finastra. As a Technical Support Engineer, Customer Support, you will be responsible for providing expert technical support and consultation to clients of Finastra Payment products.

Key Responsibilities
  1. Technical Support and Consultation: Provide professional application and technical support & consultation to clients of Finastra Payment products.
  2. Triage and Issue Resolution: Triage functional application issues, payment processing issues, and guide customers in utilizing Payment systems.
  3. Escalation Procedures: Execute escalation procedures when applicable, as defined by management.
  4. Project Involvement: Involvement in the projects throughout the development and implementation life cycle to ensure the actual implementation meets the requirements.
  5. Interface Connectivity: Work collaboratively with customers' and Finastra technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors.
  6. Case Management: Work assigned cases through the full case management life cycle.
  7. Documentation and Reporting: Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management.
  8. Process Improvement: Create and maintain documentation pertaining to daily operations of the group.
  9. Team Coordination: Assist with day-to-day team coordination as a backup to management.
  10. Process Adherence: Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to processes.
  11. Expertise Development: Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells.
  12. Team Collaboration: Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications.
  13. Status Reporting: Provide accurate and consistent statuses and reporting on different levels.
Requirements
  1. Technical Support Experience: Minimum of 2 years of experience as Technical Support demonstrating success and support in a cross-functional team environment.
  2. Communication and Customer Support Skills: Excellent communication and customer support skills, will be corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information.
  3. Incident Management: Incident Management experience by participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details.
  4. Payments Industry Knowledge: Payments industry knowledge and expertise working with FedWires, Swift, Nacha, and TCH Payments is a plus.
  5. SaaS Software Support: Experience in supporting SaaS software.
Technical Knowledge
  1. Technical Skills: Knowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix, and Java (plus).
  2. Familiarity with Tools: Familiarity with ServiceNow, Agile methodologies, and basic Network troubleshooting.
  3. System Integrations: Understanding of Finastra software delivery and implementation procedures and relevant methodologies.
  4. System Integration Knowledge: Understanding in system integrations using MQ, SFTP, API, and Web services is a plus.
Education and Certification

Bachelor's Degree or an equivalent combination of education and/or experience.

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