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Technical Customer Support Specialist

hace 2 meses

Guadalajara, Jalisco, México Finastra Usa Corporation A tiempo completo

**Job Summary**:

Finastra Usa Corporation is seeking a highly skilled Technical Customer Support Specialist to join our team. As a key interface between our clients and development organization, you will contribute to the overall delivery of software and services to ensure a world-class customer experience.

**Key Responsibilities**:

• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to utilize our product properly as per their needs

• Understand the reported issue (especially from a technical perspective) and replicate the respective scenario in our Finastra environments

• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to stakeholder teams

• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on client satisfaction and product quality

• Participate in client meetings, WebEx sessions, to ensure proper communication with customers and/or speed up the investigation of the issue reported

• Validate defects thoroughly by ensuring that described scenarios are fixed

• Raise/escalate issues with the Team Leader and/or Manager when needed

• Required shift hours for this role are 10:00am CST - 7:00pm CST

**Required Qualifications**:

• Degree in Computer Science, Mathematics, Business IT, or related experience

• Debugging skills and 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, and customer focus

• Ability to work independently as well as part of a customer-facing team