Finastra Payments Technical Support Specialist
2 weeks ago
Finastra is seeking a highly skilled Technical Support Engineer, Customer Support to join our US Payments, Customer Support team. As a key member of our team, you will be responsible for providing exceptional customer support and technical expertise to clients using Finastra payments systems and customer systems.
Responsibilities:
- Provide professional application and technical support & consultation to clients of Finastra Payment products.
- Triage functional application issues, payment processing issues and guide customers in utilizing Payment systems.
- Execute escalation procedures when applicable, as defined by management.
- Involvement in the projects, throughout the development and implementation life cycle, to ensure the actual implementation meets the requirements.
- Work collaboratively with customers' and Finastra technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors.
- Work assigned cases through the full case management life cycle.
- Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management.
- Create and maintain documentation pertaining to daily operations of the group.
- Assist with day-to-day team coordination as a backup to management.
- Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process.
- Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells.
- Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications.
- Provide accurate and consistent statuses and reporting on different levels.
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