Technical Customer Support Specialist (Guadalajara)

Responsibilities

This role is the key interface between Finastra clients on one side and development 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.

Responsibilities & Deliverables

• 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 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
• Raise/ escalated issues with the Team Leader and/ or Manager where/ when needed

Required Experience

• Software or Application support experience
• Lending and/or Banking knowledge - highly desirable
• Excellent written and verbal communication in English
• 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

To be successful in this role, you should have the following qualifications and skills:

Qualifications and Skills

• Analyze and adapt mentality : You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands. You should be able to identify the root cause of technical issues, find solutions, and implement them quickly and efficiently.
• Customer service : You should have excellent communication and interpersonal skills, as well as a positive and professional attitude. You should be able to listen to customers, understand their concerns, and provide clear and concise responses. You should be able to handle difficult situations with patience and empathy.
• Banking knowledge : (Preferred but not required) A solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges.