Associate Techinical Customer Support Advisor

Phiture; Lisboa; Híbrido; EUR 30 000 - 45 000; Tempo integral

Resumo da oferta

A leading global finance software provider in Lisbon is seeking an Associate Technical Support Engineer to act as the key interface between the company and its clients. The role involves resolving technical issues, conducting analysis, and providing support to ensure customer satisfaction. Candidates should have a university degree in a related field, knowledge of programming languages, and excellent English communication skills. Flexible working arrangements and various benefits are offered.

Serviços

Unlimited vacation

Employee Assistance Program

Medical and life insurance

Career development courses

Global recognition program

Qualificações

• Strong debugging skills and experience with debugging tools on different operating systems.
• Product knowledge of Midas and Fusion Payment Manager.
• Ability to work independently and as part of a customer-facing team.

Responsabilidades

• Respond to customer requests including issues and assistance.
• Perform technical investigation with root cause analysis.
• Update clients on progress towards issue resolution.
• Validate defects and ensure described scenarios are fixed.

Conhecimentos

RPG

Java

SQL

Analytical abilities

Excellent written and verbal communication in English

Formação académica

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

Ferramentas

IBM WebSphere MQ

RedHat AMQ

Descrição da oferta de emprego

Overview

Who are we? At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?

Reporting to the Technical Customer Support Senior Manager, the Associate Technical Support Engineer is the key interface between Finastra and its clients, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Associate Technical Support Engineer also uses their technical expertise to assist functional consultants on an as needed basis. At times, this role 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

• Respond to customer requests, whether they 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 technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder 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
• 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 issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience

• University degree in Computer Science, Mathematics, Business IT or related major
• Good knowledge of RPG, Java and SQL
• Knowledge IBM WebSphere MQ or RedHat AMQ, is an advantage
• Knowledge in other programming languages, including debugging skills and some experience with debugging tools on different operating systems
• Product Knowledge of Midas and Fusion Payment Manager
• 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

Benefits

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!