Customer Support Specialist Jobs

What will you contribute?

Reporting to the Director, Technical Customer Support the Customer Support Specialist is responsible for providing client support for our software solutions by assisting users with the isolation and resolution of technical issues, by performing diagnosis while guiding users through step-by-step solutions. This will involve clearly communicating technical solutions in a user-friendly, professional manner that leads to ultimate customer satisfaction. The position requires working closely with other departments in a timely and professional manner and will involve interactions with the clients and internal stakeholders over phone, email and other means of communication as required.

Responsibilities & Deliverables:

• Document client suggestions; provide work-around solutions, when possible, for identified problems in Finastra products; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements
• Represents department as designated representative to product teams
• Serves as a team technical resource to internal and external clients
• Provide internal support and training functions
• Provide client support and technical issue resolution via E-Mail, phone, web ex, live meeting and other electronic medium
• Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met
• Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
• On a business need basis, you may be required to track calls using MS CRM / Salesforce, while maintaining detailed notes of the customer’s request
• Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution
• Build and maintain knowledge on specific Finastra components. Seek to maximize support certifications
• Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information
• Perform additional duties or special assignments as required
• Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion
• Maintain a general knowledge of Finastra product usage within designated operating systems, networks, hardware, databases, and peripherals as required
• Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies

Required Experience:

• Must be able to work US business hours 8 to 5 ET, 9 to 6 ET, or 10 to 7 ET (Between 5:30 PM IST and 5:30 AM IST)
• Excellent communication skills - both written and verbal
• Banking or Credit Union Operational experience
• Superior customer service skills and Professional Telephone etiquettes
• University or college degree and/or equivalent experience
• 3+ years prior experience providing technical support