Junior Technical Engineer (US time zone) – Lending

Short company description

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Requirements

o Bachelor's degree in Business, Information Systems, Finance or related discipline or equivalent experience.
o Software application support - optional
o In depth knowledge and experience with software installation, configuration, use and troubleshooting of software applications for clients.
o Familiarity with computer networking including thin client environments,
o Knowledge of Microsoft Operating Systems
o Understanding of network architecture, permissions, services etc.
o Understanding of Microsoft SQL Server or relational database structures and writing/reading SQL statements
o Professional experience working with MS Office applications, MS based PC’s and Servers
o Deductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required.
o Ability to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users’ processes and outline change recommendations.
o Active listener with the ability to understand what may not be asked or communicated thoroughly by user.
o Understanding of financial institutions, U.S. lending, accounts or operations preferred.
o Superior customer service skills and ability to prioritize and balance multiple tasks with minimal direct management
o Must be available for on-call on weekends as needed.
o Must be available for US time zone shifts (15:00 - 12:00)

Responsibilities

Your main deliverables will include, but are not limited to, the following:

o Clearly and professionally communicate and document all interactions and troubleshooting steps with clients.
o Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met.
o 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.
o Remotely connect to users’ computers, determine minimal use-case to recreate issue, solve issue if possible or provide concise details for escalation and further analysis and resolution.
o Document client suggestions for enhancements; identify and provide workarounds or solutions for reported issues in Finastra products.
o Create, review, and update knowledge base articles for internal and external use with goal of spreading knowledge internally while also reducing and deflecting support requests from clients.
o Maintain knowledge of Finastra product usage within designated operating systems, networks, hardware, databases, and peripherals as required.
o May correspond with Finastra clients and attorneys on legal or compliance issues relating to Finastra products and their proper use.
o Participate in the development and/or presentation of topics at user group meetings, internal and external client training.
o Perform additional duties or special assignments as required.