Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
Overview:
As a Technical Support Engineer, you will be crucial in providing technical assistance and support to our customers. Reporting to the Team Lead or Manager of Customer Support, you will be responsible for troubleshooting technical issues, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes.
Key Responsibilities:
Technical Support:
* Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
* Diagnose and resolve technical hardware and software issues.
* Guide customers through problem-solving processes.
Incident Management:
* Ensure efficient resolution of customer inquiries and issues in accordance with SLAs.
* Document all customer interactions and technical issues in the incident management system.
* Escalate complex issues to L2 and L3 support as necessary.
Collaboration:
* Work closely with other departments (e.g., Application, Product Development) to provide customer feedback and resolve issues.
* Collaborate with team members to share knowledge and improve service delivery.
Training and Development:
* Participate in training sessions to enhance technical skills and knowledge.
* Assist in the development of training materials and documentation for customers and internal use.
Performance Monitoring:
* Monitor and analyze performance metrics to identify trends and potential issues.
* Implement improvements in service delivery based on performance data.
Customer Communication:
* Maintain regular communication with customers throughout the incident life cycle.
* Provide timely updates and ensure customer satisfaction.
Reporting:
* Prepare and analyze reports on case inflow/outflow, service availability statistics, and team performance.
* Present findings to senior management and respective departments.
Required Qualifications:
* Proven experience in technical support or a similar role.
* Strong knowledge of computer systems, software, and hardware.
* Payment knowledge and familiarity with SIC/euroSIC, SECOM, SWIFT, and transactional systems are a plus.
* Excellent problem-solving and communication skills.
* Fluent in German at a native speaker level and excellent knowledge of English.
* Customer and solution-oriented mindset.
* Ability to work independently and adapt to changes.
* Flexibility in terms of working hours.
Preferred Qualifications:
* Experience in the fintech industry, particularly in payments.
* Quick comprehension and analytical thinking.
* Ability to recognize complex interrelationships and provide effective solutions.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra! #J-18808-Ljbffr