Client Support Specialist

Job Description

Responsible and accountable for providing support assistance on multiple products and/or components to Finastra clients at a moderate level. Participates in at least one other activity for at least one product including sales support, software implementation, training, software testing, account management, system configuration, release coordination, and product design. Assists less experienced peers.ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform the essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met. Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion. Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues. Document client suggestions; provide work-around solutions, when possible, for identified problems in Finastra products and/or components; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements. Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution. Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information. Build and maintain knowledge on all Finastra products and/or components. Seek to maximize support certifications. Maintain a general knowledge of Finastra product usage within designated operating systems, networks, hardware, databases, and peripherals as required. May act as liaison between clients and third party vendors to determine and document specifications and may use Finastra program utilities to create screens, map data and program logic. May correspond with Finastra clients and attorneys on legal or compliance issues relating to Finastra products and/or components and their proper use. May be assigned to perform pro-active work with designated Finastra clients. This may include reviewing test plans, and conducting regularly scheduled check-ins. Provide support or assistance to Finastra Sales and Training staff as required. Participate in Finastra or client specific product testing as required. Participate in the development and/or presentation of topics at user group meetings, client sites and in-house training sessions as required. Maintain a general knowledge of company procedures and policies. Perform additional duties or special assignments as required.QUALIFICATIONS REQUIREDKNOWLEDGE / SKILLS Moderate to high level of proficiency in the installation, use and troubleshooting of software systems. Excellent interpersonal communication skills via telephone, in person, and in writing. Superior customer service skills. Effective time management skills. Proven ability to learn quickly. Proven ability as problem solver. Ability to work with clients, co-workers or third parties professionally and tactfully. Possesses a neat, punctual, positive, proactive and professional work ethic. Ability to work well as part of a team or independently. Working knowledge of MS Office Applications & the Internet. Knowledge of Software development methodologies. Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels). Proficiency with Databases. Proficiency with Basic Scripting. Proficiency with C#. Willingness to work in a 24x7 environmentEXPERIENCE 3+ years relevant work experience including product support, technical support and/or banking. Experience working in an ITIL driven environment with working knowledge of Support principles. Experience working as a member of a Technical support team in a 24x7 operating environment would be a plus.EDUCATION / CERTIFICATIONS Bachelors degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience.OTHERS:PHYSICAL DEMANDS Ability to express or exchange information by means of oral and written communication. Position involves mostly sedentary work, exerting a negligible amount of effort to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time. Ability to stand, walk, reach, stoop, bend, and lift and carry up to 25 lbs. of weight (laptop, projector, suitcase, etc.). Manual dexterity to input data into the computer.TRAVEL REQUIREMENTS Travel to client sites or additional Finastra offices may be required.WORK ENVIRONMENT Work is performed in a general office environment.,

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