Finastra Technical Customer Support Advisor (Java L2 Support) 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

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What will you contribute?

Reporting to the Product Support Manager , the Technical Customer Support Advisor is the key interface between Finastra clients on one side and Finastra 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. The [Role Name] also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role 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 as a Technical Customer Support Advisor 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 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

  • Build and provide simple scripts with the assistance of senior colleagues when necessary

  • Write technical specifications and best practices documentation

  • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

  • University degree in Computer Science, Mathematics, Business IT or related major

  • Very good knowledge of Java or C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)

  • SQL/ Java/ C#

  • Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)

  • Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus

  • 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

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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 .

Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the EEA & Switzerland Job Applicants Privacy Notice at https://www.finastra.com/sites/default/files/2018-06/eea-switzerland-job-applicants-privacy-notice.pdf ; for others, please refer to Finastra Privacy Policy at https://www.finastra.com/privacy-policy . If you have any questions, please contact the Privacy Department at: privacy@finastra.com , or your recruitment primary contact.