Technical Engineer, Customer Support

Overview

Technical Engineer, Customer Support to provide professional application and technical support for Finastra Payments and customer systems.

What you'll do

• Provide application and technical support and consultation to clients of Finastra payment products.
• Triage functional application and payment processing issues and guide customers on utilization of payment systems.
• Execute escalation procedures when applicable.
• Support customers on the payments platform by coordinating with Support, Infrastructure, Product, and Development teams.
• Manage customer cases end-to-end and maintain Salesforce CRM updates with timely, accurate, relevant information.
• Create and maintain documentation for daily operations and assist with day-to-day team coordination as backup to management.

What you'll need

• Minimum 2 years of experience as Technical Support.
• Excellent communication and customer support skills, including corresponding with senior leadership.
• Incident management experience, including participating in bridge calls and documenting troubleshooting and service restoration details.
• Payments industry knowledge and expertise (FedWires, Swift, Nacha, and TCH knowledge is a plus).
• Experience in supporting SaaS software.
• Technical knowledge of SQL, and familiarity with Power BI (plus), MQ, SoapUI, Jenkins (plus), Unix, and Java (plus).
• Understanding of system integrations using MQ, SFTP, API, and Webservices (plus).

Details

• Location: Pune.