Technical Engineer, Customer Support
Company: FinastraCTC: Company StandardLocation: Bangalore
Job Description
Responsibilities
What will you contribute?
Reporting to the Bangalore Support Lead, the Technical Engineer 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 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 Experience:
Academic qualifications : B.E/B.TECH or MBA
Specializes/expert in Capital module and Derivatives.
Any Functional domain/Technical certification and .NET exposure would be an added advantage
Should be good at analytical, problem solving and trouble shooting skills and written/verbal communication skills
Aspires to learn, share knowledge, possesses right attitude and is a team player
Ability to work independently as well as part of a customer facing team
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