Financial Support Advisor - US working shift (2:00pm - 11:00pm, Mo - Fri) Anadia

Financial Support Advisor - US working shift (2:00pm - 11:00pm, Mo - Fri)
Anadia
Anadia, Aveiro, Portugal

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:

1. Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue from a business perspective.
2. Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with minimum guidance from senior colleagues or manager.
3. 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.
4. Solves problems in straightforward situations by gathering relevant information.
5. Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained.
6. Participate in client (phone) meetings, Web
   Ex sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported.
7. Follow best practices for case management.
8. Validate defects thoroughly by ensuring that the described scenarios are fixed.
9. Raise/escalate issues with the Team Leader and/or Manager where/when needed.
10. Role requires working and managing customers in US timezones, respectively 3-11 PM Bucharest timezone.

Required Experience:

1. University degree in Finance, Economics, preferably the Academy of Economic studies (Romania).
2. 2-3 years experience with financial products and capital markets. Experience in customer support field is considered a plus.
3. Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus.
4. Customer service oriented - willing to go the extra mile to provide excellent service to our clients.
5. Attention to details as well as accountability.
6. Ability to work independently as well as part of a customer facing team.
7. Able to work in a
   - cultural and
   - sites team.
8. SQL knowledge is considered a plus.