Technical Customer Support Specialist

hace 5 días

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 US Payments, Customer Support team. As a Technical Customer Support Specialist, you will be responsible for providing advanced technical support to customers using Finastra payments systems and customer systems.

Key Responsibilities
  • Advanced Troubleshooting and Complex Resolution
    • Identify the root cause of complex issues and implement effective solutions to resolve the issue.
    • Handle high-impact issues that require detailed analysis and troubleshooting.
    • Resolve major challenges that could not be solved by the initial support team.
  • Monitoring and Maintenance
    • Monitor support team activities to ensure seamless operation of customer service practices.
    • Assist in major incident calls and provide technical knowledge to help resolve the incident efficiently.
    • Handle and manage releases, including planning, scheduling, and controlling the movement of releases to test and live environments.
    • Perform application validation to ensure applications function as expected.
    • Create and handle change requests, managing the process of change in our IT infrastructure.
  • Technical Expertise
    • Provide specialized knowledge and skills to handle technical issues and ensure customer satisfaction.
    • Have a comprehensive understanding of relevant hardware, software, networks, and systems.
    • Recreate issues to gain a better understanding of the situation and devise an effective resolution strategy.
    • Run Checkmarx scans to identify potential security risks and create builds to ensure the smooth operation of our services.
    • Collaborate with the DevOps, Product Owner, and engineering team to ensure efficient problem-solving and high-quality services.
  • Escalation
    • Escalate issues to the next level of support when necessary.
    • Handle functional, automatic, hierarchical, and escalation to L3 support.
Requirements
  • Minimum of 3 years of experience as a Technical Support Specialist in a cross-functional team environment.
  • Excellent communication and customer support skills.
  • Incident Management experience, including participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details.
  • Prior experience in the payments industry, particularly with FedWires, Swift, Nacha, and TCH Payments, is a plus.
  • Experience with Linux and Windows operating systems, SaaS software, batch/bash/perl scripting, Oracle, and/or Microsoft SQL Server.
  • Working knowledge of ServiceNow, Agile methodologies, SOAPUI, Jenkins, and system integrations using MQ, SFTP, API, and Webservices.
  • Knowledge of Power BI, MQ, SoapUI, Jenkins, Unix, and Java is a plus.
  • Excellent customer relationship, organizational, verbal, and written communication skills.
Education / Certification

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

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