Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, capital markets and treasury.
Our solutions enable customers to deploy mission critical technology on premises or in the cloud. With our scale and geographical reach we drive valued solutions and opportunity for customers regardless of size or geography. Through our open, secure, and reliable solutions, we empower customers to accelerate growth, optimize cost, mitigate risk and continually evolve to meet their changing needs.
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A Truly global organization with offices in 42 countries worldwide, with an employee base of approximately 10,000 employees. We work with 9,000 customers, including 48 of the top 50 banks globally. Through our software, we’re constantly stretching boundaries to do more for our customers. We are proud to be an organization where our vision, values and cultural beliefs are not just shared, but are lived by our people globally and where recognition is part of each and every day.
Candidates who are based in Bucharest, Romania
What will you contribute?
Reporting to the Customer Support Manager, the Functional Support Associate is the key interface between Finastra clients on one side and Engineering Support Group 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, responsible for handling and resolving the raised issues in the shortest time possible. The Functional Support Associate also uses their functional knowledge to assist Technical 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 participate in WebEx sessions to handle issues directly on the client’s premises.
Responsibilities & Deliverables:
- Permanently work night shifts (24h00 – 8h00 CET)
- 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 functional 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 or workaround and/or detailed analysis, reproduce Financial Calculations for the client
- 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 functional specifications and best practices documentation
- Escalate issues with the Management when needed
Required Experience and skills:
- University degree in IT, Banking, Finance
- 1 year of customer support is a must
- Excellent written and verbal communication skills 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
- Overall knowledge of a database structure, knowledge of SQL
- Experience working with Linux/Unix prompt
- Being familiar with the FIX protocol would be a plus
