Technical Customer Support Specialist

5 days ago


Manila, National Capital Region, Philippines Finastra Full time

Job Description

We are seeking a highly skilled Associate Technical Customer Support Engineer to join our team at Finastra. As a key member of our customer support team, you will be the primary point of contact for clients and will play a crucial role in delivering exceptional customer experiences.

Responsibilities:

  • Respond to customer inquiries, including reported issues, questions, or assistance requests, ensuring they can utilize our product effectively.
  • Understand reported issues from a technical perspective and replicate scenarios in our environments.
  • Perform thorough technical investigations with root cause analysis, providing solutions or detailed analysis with subject matter experts.
  • Keep clients informed on progress towards issue resolution, track issues sent to other departments, and ensure timely resolution, focusing on client satisfaction and product quality.
  • Participate in client meetings and remote sessions to ensure proper communication and expedite issue investigation.
  • Validate defects thoroughly to ensure described scenarios are fixed.
  • Develop simple scripts with the assistance of senior colleagues when necessary.
  • Create technical specifications and best practices documentation.
  • Raise or escalate issues with the Team Leader and/or Manager when needed.
  • Share knowledge with colleagues.
  • Collaborate with cross-functional teams to improve product functionality and customer satisfaction.
  • Monitor and report on key performance indicators (KPIs) related to customer support.

Requirements

  • Bachelor's Degree in Computer Science, Mathematics, Business IT, or a related major.
  • Familiarity with Incident Management and Ticketing Application tools.
  • Basic knowledge of operating systems.
  • Excellent written and verbal communication skills in English.
  • Strong analytical abilities, attention to detail, stability, responsibility, and customer focus.
  • Ability to work independently as well as part of a customer-facing team.
  • Customer support experience / knowledge.

Preferred Qualifications

  • Familiarity with ITIL framework.
  • Basic knowledge of Scripting.
  • Familiarity with Database.
  • Understanding of general operating system concepts.
  • 1-3 years of customer support experience (IT, fintech, financial Institute).


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