Engineering Support Advisor - US working shift (2 : 00pm - 11 : 00pm, Mo - Fri)

Responsibilities Working schedule : US shift, Monday to Friday, 2 : 00 pm - 11 : 00 pm What will you contribute? Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D 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 functional specialist, responsible for handling and resolving the raised issues in the shortest time possible. For software related issues, he / she is responsible for replicating client issues through regression scenarios and providing his / her analysis to Product Center for resolution, while suggesting a workaround to the client in the interim. If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he / she may be called upon to do testing on beta deliveries or fixes. Responsibilities & Deliverables : Your deliverables will include, but are not limited to, the following :

• Respond to various customer requests of low / medium / high complexity, being able to understand the reported issue from a business perspective
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with minimum guidance from senior colleagues or manager
• 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
• Solves problems in straightforward situations by gathering relevant information
• Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained
• 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
• Follow Best practices for case management
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Raise / escalate issues with the Team Leader and / or Manager where / when needed Role requires working and managing customers in US timezones, respectively 3-11 PM Bucharest timezone Required Experience :
• University degree in Finance, Economics, preferably the Academy of Economic studies (Romania)
• 2-3 years experience with financial products and capital markets. Experience in customer support field is considered a plus
• Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus
• Customer service oriented - willing to go the extra mile to provide excellent service to our clients.
• Attention to details as well as accountability
• Ability to work independently as well as part of a customer facing team
• Able to work in a multi-cultural and multi-sites team
• SQL knowledge is considered a plus #LI-IC1