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