Finastra Senior Customer Support Associate in Manila, Philippines
WHY DO WE LOVE COMING TO WORK EVERY DAY?
With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .
We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together. Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .
Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business. From a graduate Software Engineer to an experienced Sales Executive – we are looking for personal leadership and people with the appetite to understand the markets and customers we serve. We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.
Success is what you do, success is what we achieve, together.
The future of Finance is open – combine your talents with Finastra opportunities to create an exciting career with us.
For more information, visit Finastra.com
ESSENTIAL DUTIES AND RESPONSIBLITIES
Adhere to the Support Expectations standards and processes. Adheres to client published SLA’s within individual queue and also meets and/or exceeds team service level objectives.
Ensures client expectations are met by responding to cases/phone calls within the published SLA. Accepts responsibility for the cases assigned to them and the cases within their individual queues. This responsibility includes but is not limited to: acknowledges the case by phone or event within CRM, documents all work done within the case, ensure time spent on all cases is recorded within the case, gathers and/or Contacts client for all pertinent information to thoroughly research the case, pull necessary logs and performs initial analysis of log file, makes modifications to production servers under supervision of Analyst 2 or 3; documents steps taken prior to escalation ensuring that next level can work case in most expedient manner, coordinates changes requested by client and maintains contact until completion, resolves case by communication with client that the issue has been resolved
Escalates cases per policy and procedures of department. Those include and are not limited to changes that policy dictates that sufficient rights are needed for change and per documentation of roles/responsibilities included in Support Expectations
Maintains a general knowledge of Finastra product usage within designated operating systems, networks, hardware, databases and peripherals as required.
Performs additional duties or special assignments as required - includes being on-call after working hours and weekends on a rotational basis of at most one week per month
Basic Credit Union and/or Banking knowledge to include (Front Office, Back office and Lending Channels) and how they work with D+H software products
Basic to moderate levels of proficiency in the installation, use and troubleshooting of software systems
Excellent interpersonal communications skills via telephone, in writing (both within cases, internal communications and IM sessions)
Superior customer service skills and a true desire to assist customers even on the most routine requests
Proven ability to learn quickly
Proven ability and desire to resolve problems
Basic understanding of various devices including PC’s, mobile and tablets from all vendors and a basic understanding of all OS.
Understanding of databases
Understanding basic scripting
- 1-3 Years relevant work experience including customer service, product/software support/technical support and/or Credit Union and Banking experience
- Bachelor’s degree in Business, Information Systems, Law, Finances or related or equivalent experience
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.
The Future is Collaborative . The Future is Open. The Future is Now.
Finastra unlocks the potential of people and businesses in finance, creating a platform for open innovation. 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, and treasury and capital markets. Our solutions enable customers to deploy mission critical technology on premises or in the cloud. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or geographic location—from global financial institutions, to community banks and credit unions. Through our open, secure and reliable solutions, customers are empowered to accelerate growth, optimize cost, mitigate risk and continually evolve to meet the changing needs of their customers. 48 of the world’s top 50 banks use Finastra technology.
Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .