Technical Client Support Advisor (Mortgage Software)

not limited to, the following:

• Work assigned cases through the full case management life cycle.

• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs

• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments

• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams

• 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

• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported

• Validate defects thoroughly by ensuring that the described scenarios are fixed

• Build and provide simple scripts with the assistance of senior colleagues when necessary

• Write technical specifications and best practices documentation

• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

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

• Other duties as assigned by your manager

Required Experience:

• 3-5 years Mortgage and/or Banking knowledge preferred

• Previous system administrator and/or processing, underwriting, closing experience preferred

• Excellent written and verbal communication

• Customer focus, Analytical abilities, attention to detail, stability, responsible

• Ability to work independently as well as part of a customer facing team

#LI-CC1