Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience.
The holder of the role is a product expert, with functional competencies, responsible for handling and resolving the raised issues in the shortest time possible.
He / she also uses his / her functional expertise to assist technical consultants on a need basis. They are also responsible for ascertaining the root cause of the issue to determine whether it is software related or not.
For software related issues, they are responsible for replicating client issues through regression scenarios and providing their analysis to Product Center for resolution, while suggesting a workaround to the client in the interim.
If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he / she may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.
Responsibilities & Deliverables :
Your deliverables as a member of the FusionCapital Summit Customer Support (Bucharest) team include (but are not limited to) the following :
Respond to customer requests, whether these are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs.
Understand the reported issue (especially from a functional perspective) and be able to replicate the respective scenario in the Finastra environments.
Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and / or to speed up the investigation of the reported issue.
Perform functional investigation with root cause analysis of the reported issue, providing adequate solution where feasible and / or detailed analysis to the R&D teams.
Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality.
Validates defects thoroughly by ensuring that the described scenarios are fixed.
Follows Best practices for case management and encourages others to do the same.
Raises / escalates issues with the Team Leader and / or Manager where / when needed.
Required Experience :
Bachelor’s Degree in finance
Master’s degree in Finance, Economics or Computer Science
Good understanding of the capital market dynamics, financial products, and current financial technology
Experience in working with Summit is a plus
Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus
Commitment to customer service - willing to go the extra mile to provide excellent service
Analytical abilities, attention to details, stability as well as responsibility
Good team player, but also able to perform independent tasks.