.**Responsibilities**: This role is the key interface between Finastra clients on one side and development 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.**Responsibilities & Deliverables**:Your deliverables in this role will include:- Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring that they can use the product effectively and efficiently according to their needs.- Demonstrate strong technical skills and knowledge by understanding and replicating the reported issues in the Client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to the stakeholder teams, with mínimal assistance.- Ensure timely and clear communication with the clients by updating them on the progress and status of the issue resolution, tracking and following up on the issues sent to other departments, and participating in client meetings and WebEx sessions as needed, focusing on the client's satisfaction and product quality.- Validate the fixed defects thoroughly by testing the described scenarios and confirming that they are resolved.- Escalate the issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.- Ability to document in detail in all interactions, troubleshooting, testing and research case ticketing system visible to clients.- Create knowledge base articles or other technical documents to drive self service solutioning for clients via client portal.- Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired.- Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals.**Required Experience**:- Degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience- Debugging skills and experience with debugging tools, audit logs, etc