What Will You Contribute? Reporting to the CS Senior Manager, you will be the key interface between Finastra clients on one side and the Customer Support organization on the other, contributing to the overall delivery of software and services to ensure a world class customer experience.
You are a product specialist with functional competencies, responsible for handling and resolving the raised issues in the shortest time possible.
You'll also use your financial and mathematical expertise to assist technical consultants on an as-needed basis. At times, you may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.
Responsibilities & Deliverables : Your deliverables will include, but are not limited to, the following : 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 financial perspective) and be able to replicate the respective scenario in the Finastra environments Perform functional, but not only, investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and / or detailed analysis to the stakeholder teams 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 Write functional specifications and best practices documentation Raise / escalate issues with the Team Leader and / or Manager where / when needed Required Experience : University degree in Finance, Mathematic, Economy, Business IT or related major Excellent knowledge financial markets and instruments Native Portuguese speaker Good understanding of MS Excel and / or similar software Knowledge of finance / economic mathematic and understanding complex formulas Expertise with Linux Operating system and SQL are a plus Excellent written and verbal communication in English Analytical abilities, fast learning mindset, attention to detail, stability, responsibility as well as customer focus Ability to work independently as well as part of a customer-facing team