Technical Engineer, Customer Support
3d ago

Job Summary

We are currently looking for a Technical Engineer tojoin our team.

Role : SoftwareDeveloper

Industry Type : IT-Software, Software Services

Functional Area : IT Software - Application Programming

Employment Type : Full Time, Permanent

Role Category : Programming& Design


  • Software Development
  • Web Application Development
  • Recruiting
  • Customer Support
  • Technical
  • Technical support
  • Accounting
  • Data Analytics
  • Front-end Development
  • Responsibilities and Duties

  • Adhere to FINASTRA (Formerly known as DH) 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 workaround solutions, when possible, for identified problems in FINASTRA (Formerly known as D+H) products and / or components;
  • 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 howto 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 all FINASTRA (Formerly known as D+H) products and / or components. Seek to maximize support certifications.
  • Maintain a general knowledge of FINASTRA (Formerly known as D+H) product usage within designated operating systems, networks, hardware, databases, and peripherals as required.
  • May act as liaison between clients and third party vendors to determine and document specifications and may use FINASTRA (Formerly known as D+H) program utilities to create screens, map data and program logic.
  • May correspond with FINASTRA (Formerly known as D+H) clients and attorneys on legal or compliance issues relating to FINASTRA (Formerly known as D+H) products and / or components and their proper use.
  • May be assigned to perform pro-active work with designated FINASTRA (Formerly known as D+H) clients. This may include reviewing test plans, and conducting regularly scheduled check-ins.
  • Provide support or assistance to FINASTRA (Formerly known as D+H) Sales and Training staff as required.
  • Participate in FINASTRA (Formerly known as D+H) or client specific product testing as required.
  • Participate in the development and / or presentation of topics at user group meetings, client sites and in-house training sessions as required.
  • Maintain a general knowledge of company procedures and policies.
  • Perform additional duties or special assignments as required.
  • Experience and Skills

  • 3+ years relevant work experience including product support, technical support and / or banking.
  • Strong technical knowledge in .Net (C#), SQL Server.
  • Knowledge in JASON, XML, IIS, Centura, Crystal reports is an added advantage
  • Good understanding on OOPS Concept
  • Moderate to high level of proficiency in the installation, use, and troubleshooting of software systems.
  • 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 problem solver.
  • Ability to work with clients, co-workers or third parties professionally and tactfully.
  • Ability to work as a team
  • 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 Databases.
  • Proficiency with Basic Scripting.
  • Proficiency in debugging stored proccedures and data analysis
  • Education

    UG : Graduation Not Required, Any Graduate in Any Specialization

    PG : Post Graduation Not Required, Any Postgraduate in AnySpecialization

    Doctorate : Any Doctorate in Any Specialization, Doctorate Not Required

    Required Experience and Qualifications

  • Experience : 3 - 8 years in Technical Architect( Required )
  • Graduation : Any Degree( Required )
  • Proficient in English( Required )
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