Associate Technical Engineer, Customer Support

1 week ago


Makati City, National Capital Region, Philippines Finastra Full time

Overview

What will you contribute? Reporting to the Technical Support Manager, the Associate Technical Engineer, Customer Support is the key interface between Finastra clients on one side and the 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 specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Associate Technical Engineer, Customer Support 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

What will you contribute? Reporting to the Manager, Customer Support, the Associate Technical Engineer, Customer Support is the key interface between Finastra clients on one side and Finastra 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 specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Associate Technical Engineer, Customer Support 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 & Deliverables:

Your deliverables as an Associate Technical Engineer, Customer Support will include, but are not limited to, the following:

  1. 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
  2. Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
  3. Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
  4. 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
  5. 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
  6. Validate defects thoroughly by ensuring that the described scenarios are fixed
  7. Build and provide simple scripts with the assistance of senior colleagues when necessary
  8. Write technical specifications and best practices documentation
  9. 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

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

SQL/Java/C#

Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)

Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus

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

Qualifications

Have a passion for Customer Support

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

Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively

Deductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required

Ability 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

Excellent written and verbal communication in English

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

Amenable to work US business hours (graveyard shift)

Target start date: June


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