Technical Customer Support

**Responsibilities**:**What will you contribute?**This role is the key interface between Finastra clients on one side and development 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 product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible.**Responsibilities & Deliverables**:Your deliverables on this role will include 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 a technical perspective) and be able to replicate the respective scenario in the Finastra environments- Perform technical 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- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed- Please note that the shift hours required for this role are 10:00am CST - 7:00pm CST_**Required Experience**:- Degree in Computer Science, Mathematics, Business IT or related experience- Debugging skills and some experience with debugging tools, audit logs, etc.- Medium expertise with SQL- Medium expertise on Windows- Medium expertise with networking, firewalls, and IP addresses- Excellent written and verbal communication in English- Analytical abilities, attention to detail, stability, responsibility as well as customer focus- Ability to work independently as well as part of a customer facing team