Technical Customer Support

JD for FTI Support consultants :

The technical customer support role is the key interface between Finastra clients on one side and Finastra 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 responsible for handling and resolving the raised issues in the shortest time possible.

He/She uses his/her technical expertise to assist functional consultants on a as needed basis.

Responsibilities & Deliverables:

Deliverables will include, but are not limited to the following:

Connect to customer environment and collect all the Logs, information required , replication step and details needed for case investigation,maintaining always communication with client and update them constantly on the progress

Perform technical investigation of cases in line with our policies and client SLAs, whether they are reported issues, questions or assistance requests, helping client to be able to utilize the product properly as per their needs.

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.

Replicate the respective scenario in the Finastra environments and validate defects thoroughly by ensuring that the described scenarios are fixed.

Build and provide simple scripts when needed with the assistance of senior colleagues when necessary.

Required Experience:

University degree in Computer Science, Mathematics, Business IT or related major

More than 4-5 years relevant experience

Functional and technical knowledge on Trade Innovation on installation, setup, workflows etc.

Very good knowledge of programming knowledge (Java/C#), including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)

- Database SQL

- Knowledge on how to use XML and JSON message format

- Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows) is `good to have

- Knowledge on JMS (ActiveMQ implementation) and Tomcat are `good to have.

Relevant banking/domain knowledge required. Experience working in TI is an advantage.

Excellent written and verbal communication in English

Analytical abilities, attention to detail, stability, responsibility as well as customer focus

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