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Technical Engineer, Customer Support

Technical Engineer, Customer Support

Finastra

2 - 6 years

7 - 11 Lacs

Bengaluru

Posted:12 hours ago| Platform:

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Skills Required

Product quality Career development Root cause analysis Financial inclusion Analytical Investigation Issue resolution Customer experience Financial services WebEx

Work Mode

Work from Office

Job Type

Full Time

Job Description

What will you contribute?

The Technical engineer is the key interface between Finastra clients on one side and Finastra TCM 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 Technical engineer also uses their technical expertise to assist functional consultants on a 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 a Technical engineer will include, but are not limited to, the following:

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 Qualification and Experience:

MBA in Finance
Good to have certifications like NCFM, NISM
Excellent written and verbal communication in English
Should be very good at analytical and problem solving skills
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

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

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!

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Finastra

Financial Services

Paddington London

10001 Employees

70 Jobs

Key People

Simon Paris

CEO
Michael Rogers

Chief Financial Officer
Ellen M. R. W. Shappell

Chief Marketing Officer

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Technical Engineer, Customer Support