Finastra Technical Customer Support Advisor in Trivandrum, India
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
Professional, knowledgeable, client satisfaction-driven Service Desk Professional provides hands-on, remote Tier II technical phone support services for small to mid-sized financial institutions (including community banks and credit unions).
The Service Desk Professional is responsible for providing technical guidance in activities associated with the identification, prioritization, escalation and resolution of client issues by phone & email. In addition, they are also required to prepare Service Desk incident reports, and assist in hardware and software evaluation
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform the essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A multifaceted Systems Administrator that responds to incoming service desk inquiries promptly, politely and professionally;
Quickly prioritizing and responding to all client calls and emails, identifying problems and providing expedient technical assistance for all computer related issues, including service workstations and other equipment for Clients through remote support techniques;
Escalating any client complaints and/or dis-satisfactions that are not fully resolved, to the Service Desk Team Lead, Service Desk Manager, or Director of Client Services as appropriate;
Monitoring progress with Client to ensure all issues are addressed and resolved;
Providing feedback to all relevant parties;
Relaying and Documenting appropriate and relevant information gained regarding Clients, while solving or escalating Client Issues;
Suggesting improvements, upgrades or other appropriate Service Offerings to the benefit of the Client;
Working cohesively with regional teams and other groups to ensure client services and projects are deployed to plan;
Influencing a positive work environment that fosters team performance through own work and behavior.
Position Specific Competencies
Ability to deal courteously and communicate effectively with clients and team members, supplying general information and direction in a clear, concise manner;
Ability to involve internal and external resources to lead the client through measurable and attainable goals;
Work under stress to meet schedule deadlines. Ability to executive on the day to day tasks necessary to achieve outlined objectives;
Experience or knowledge of the use of IT in financial institutions and the positive impact of technology in business;
Committed to ensuring process adherence and suggesting improvements to processes.
QUALIFICATIONS & EXPERIENCE REQUIRED
KNOWLEDGE / SKILLS
Minimum of three (3) years of experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals;
Experience in providing remote technical support for medium to large technical environments is required;
Experience with process adherence and suggesting improvements to processes;
Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients;
Professional background will ideally include work experience working for an information technology consulting or services firm, servicing clients remotely with Windows Platform and applications, Desktops, Servers, Hardware and end-user application troubleshooting and escalations;
Technical experience required includes remotely supporting Desktop Systems, Hardware, end-user applications and Networking technologies in a call center environment;
Demonstrated technical proficiency in Microsoft Operations Manager 2005, System Center Operations;
Demonstrated passion for excellence and impeccability and for providing unparalleled service to all levels of end-users including executives and field personnel, and delivering solutions to meet their needs;
Proven problem solving, conceptual thinking, and analytical abilities.
Experience with Virtualization (Hypervisors, VMware, Xen) preferred
Bachelors’ degree in Computer Science, Management of Information Systems
A+, MCP, and / or MCSE Certifications
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 .