At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies
- Adhere to FINASTRA Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met.
- Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion.
- Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues.
- Document client suggestions; provide work-around solutions, when possible, for identified problems in FINASTRA products; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements.
- Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution.
- Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information.
- Build and maintain knowledge on specified FINASTRA components. Seek to maximize support certifications.
- Maintain a general knowledge of FINASTRA product usage within designated operating systems, networks, hardware, databases, and peripherals as required.
- Provide client support and technical issue resolution via E-Mail, phone, web ex, live meeting and other electronic medium.
- Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
- Serves as a team technical resource to internal and external clients
- Represents department as designated representative to product teams
- Develop Knowledge management repositories for team training and reference.
- Perform as a liaison between customer support and product development
- Will be part of the team that is responsible for after-hours support. This includes being on call on a rotating basis, and responding within a defined time frame to pages by both staff and clients after hours on weekdays, weekends, and holidays.
- Provide back up to overnight support, when required. This is intended to cover PTO, sick time and emergencies for our overnight resource and could be required with very short notice.
- Perform additional duties or special assignments as required.
- Provide internal support and training functions
KNOWLEDGE / SKILLS
- Expert level of proficiency in the installation, use, and troubleshooting of software systems.
- Require independent analyses, communication and problem solving.
- Ability to work with minimal supervision and show initiative and judgment
- Excellent interpersonal communication skills via telephone, in person, and in writing.
- Superior customer service skills.
- Effective time management skills.
- Proven ability to learn quickly.
- Proven ability as a problem solver.
- Ability to work with clients, co-workers or third parties professionally and tactfully.
- Possesses a neat, punctual, positive, proactive, and professional work ethic.
- Ability to work well as part of a team or independently.
- Working knowledge of MS Office Applications & the Internet.
- Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels).
- Proficiency with SQL Server databases included debugging stored procedures.
- Proficiency with complex scripting.
- Proficiency with client/server environment.
- Proficiency with Java, Struts 1.2 framework, JavaScript, jQuery, Ajax, SQL Server 2012, JSP, HTML5, CSS
- Must be able to work in US business hours (IST night shift).
EXPERIENCE
- 3-5 years relevant work experience, including technical/ application support and/or programming.
EDUCATION / CERTIFICATIONS
- Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent experience.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
- Specific benefits may vary by location.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.
