Engineering Support Advisor

Working schedule: US shift, Monday to Friday, 2:00 pm - 11:00 pm

What will you contribute?

Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D 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 functional specialist, responsible for handling and resolving the raised issues in the shortest time possible. For software related issues, he/she is responsible for replicating client issues through regression scenarios and providing his/her analysis to Product Center for resolution, while suggesting a workaround to the client in the interim. If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he/she may be called upon to do testing on beta deliveries or fixes.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

• Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue from a business perspective
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with minimum guidance from senior colleagues or manager
• 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

• Solves problems in straightforward situations by gathering relevant information

• Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained

• 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

• Follow Best practices for case management

• Validate defects thoroughly by ensuring that the described scenarios are fixed • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Role requires working and managing customers in US timezones, respectively 3-11 PM Bucharest timezone

Requirements

Required Experience:

• University degree in Finance, Economics, preferably the Academy of Economic studies (Romania)
• 2-3 years experience with financial products and capital markets. Experience in customer support field is considered a plus
• Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus

• Customer service oriented - willing to go the extra mile to provide excellent service to our clients.

• Attention to details as well as accountability

• Ability to work independently as well as part of a customer facing team

• Able to work in a multi-cultural and multi-sites team

• SQL knowledge is considered a plus