Finastra USA Corporation Hiring for Customer Support Advisor at Toronto, ON Full Time

Responsibilities:
What will you contribute?

As part of the US Payments, Customer Support Team, the Customer support Advisor will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams. The ideal candidate will be passionate about technology, resourceful, and have excellent customer facing skills . We are looking for an individual who is able to coordinate, assist and maintain solid customer relationship. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development to effectively support customers on their Payments platform. Knowledge of payments systems, with a good understanding of customer systems and customer-facing skills, is mandatory.

Responsibilities & Deliverables: Your deliverables as a Sr. Technical Support Engineer will include, but are not limited to, the following:

Lead and coordinate Finastra Strategic Initiatives i.e. product conversion, migration to the cloud

Act as a tier 2 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management

Involvement in the projects, throughout the development and implementation lifecycle, to ensure the actual implementation meets the requirements

Provide guidance, training, and mentorship for support staff of all levels

Create training materials and training plans for future and current staff

Lead intake items from clients and partner with Product and Development groups to ensure hotfixes, releases and patches are delivered and rolled out to customers

Lead installation, implementation, and client coordination of testing fixes provided by development for production-related issues; document work following change control protocol

Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors

Work assigned cases through the full case management life cycle

Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management

Create and maintain documentation pertaining to the daily operations of the group

Assist with day-to-day team coordination as a backup to management

Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to the process

Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells

Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications

Provide accurate and consistent statuses and reporting on different levels

Required Skills & Experience:
Minimum of 2 years of experience as a customer advocate, relationship manager

Excellent communication and customer support skills will be corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information

Incident Management experience by participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details

Payments industry knowledge and expertise working with FedWires, Swift, Nacha, and TCH Payments is a plus.

Experience in supporting SaaS software

Technical Knowledge

Familiarity with ServiceNow, Agile methodologies, basic Network troubleshooting

Windows-based technology

Finastra software delivery and implementation procedures and relevant methodologies

Understanding system integrations using MQ, SFTP, API, Webservices is a plus

Education / Certification: Bachelor’s Degree or an equivalent combination of education and/or experience