Your main deliverables will include, but are not limited to, the following :
oClearly and professionally communicate and document all interactions and troubleshooting steps with clients.
oAdhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met.
oEnsure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required.
Accept responsibility for, coordinate, and track issues to a resolution / conclusion.
oRemotely connect to users’ computers, determine minimal use-case to recreate issue, solve issue if possible or provide concise details for escalation and further analysis and resolution.
oDocument client suggestions for enhancements; identify and provide workarounds or solutions for reported issues in Finastra products.
oCreate, review, and update knowledge base articles for internal and external use with goal of spreading knowledge internally while also reducing and deflecting support requests from clients.
oMaintain knowledge of Finastra product usage within designated operating systems, networks, hardware, databases, and peripherals as required.
oMay correspond with Finastra clients and attorneys on legal or compliance issues relating to Finastra products and their proper use.
oParticipate in the development and / or presentation of topics at user group meetings, internal and external client training.
oPerform additional duties or special assignments as required.
Required Skills, Knowledge & Experience :
oBachelor's degree in Business, Information Systems, Finance or related discipline or equivalent experience.
o Software application support
oIn depth knowledge and experience with software installation, configuration, use and troubleshooting of software applications for clients.
oFamiliarity with computer networking including thin client environments,
oKnowledge of Microsoft Operating Systems
oUnderstanding of network architecture, permissions, services etc.
oUnderstanding of Microsoft SQL Server or relational database structures and writing / reading SQL statements
oProfessional experience working with MS Office applications, MS based PC’s and Servers
oDeductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required.
oAbility to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users’ processes and outline change recommendations.
oActive listener with the ability to understand what may not be asked or communicated thoroughly by user.
oUnderstanding of financial institutions, U.S. lending, accounts or operations preferred.
oSuperior customer service skills and ability to prioritize and balance multiple tasks with minimal direct management
o Must be available for on-call on weekends as needed.
o Must be available for US time zone shifts (4 rotating shifts on a weekly basis) : 3 : 00 PM 12 : 00 AM, 4 : 00 PM 1 : 00 AM, 5 : 00 PM 2 : 00 AM & 6 PM 3 : 00 AM
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.
If you need assistance or an accommodation due to disability please contact your recruitment partner.