.ResponsibilitiesWhat will you contribute?As part of the US Payments, Customer Support team, the Technical Support Engineer, Customer Support will be responsible for supporting customers using Finastra payments systems and customer systems. The support will include functional application support, system technical configuration support, and internal coordination 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 skills working with a team. We are looking for an individual who is able to understand Technical Support and high-level infrastructure support. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development teams 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:Provide professional application and technical support & consultation to clients of Finastra Payment products.Triage functional application issues, payment processing issues, and guide customers in utilizing Payment systems.Execute escalation procedures when applicable, as defined by management.Involvement in the projects throughout the development and implementation life cycle to ensure the actual implementation meets the requirements.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 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 processes.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 Technical Support demonstrating success and support in a cross-functional team environment.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
