Senior Technical Customer Support Advisor (AU Shift)

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Pasig	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Bachelor's Degree	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-28	Valid Until	Valid for a long time

What will you contribute?

The Senior Technical Customer Support Advisor is the key interface between Finastra clients on one side and the 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 product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Senior Technical Customer Support Advisor also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.

Responsibilities & Deliverables:

Your deliverables as a Senior Technical Customer Support Advisor will include, but are not limited to, the following:

Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needsUnderstand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environmentsPerform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teamsUpdate 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 qualityParticipate 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 reportedValidate defects thoroughly by ensuring that the described scenarios are fixedBuild and provide simple scripts with the assistance of senior colleagues when necessaryWrite technical specifications and best practices documentationRaise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

Bachelor's degree in Computer Science, Mathematics, Business IT or related majorVery good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)SQL/ Java/ C#, OracleBasic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plusExcellent written and verbal communication in EnglishAnalytical abilities, attention to detail, stability, responsibility as well as customer focusAbility to work independently as well as part of a customer facing team