Technical Engineer, Customer Support

d performance targets and service level objectives are met.

• Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion.

• Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues.

• Document client suggestions; provide work-around solutions, when possible, for identified problems in FINASTRA (Formerly known as D+H) products and/or components; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements.

• Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution.

• Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information.

• Build and maintain knowledge on all FINASTRA (Formerly known as D+H) products and/or components. Seek to maximize support certifications.

• Maintain a general knowledge of FINASTRA (Formerly known as D+H) product usage within designated operating systems, networks, hardware, databases, and peripherals as required.

• May act as liaison between clients and third party vendors to determine and document specifications and may use FINASTRA (Formerly known as D+H) program utilities to create screens, map data and program logic.

• May correspond with FINASTRA (Formerly known as D+H) clients and attorneys on legal or compliance issues relating to FINASTRA (Formerly known as D+H) products and/or components and their proper use.

• May be assigned to perform pro-active work with designated FINASTRA (Formerly known as D+H) clients. This may include reviewing test plans, and conducting regularly scheduled check-ins.

• Provide support or assistance to FINASTRA (Formerly known as D+H) Sales and Training staff as required.

• Participate in FINASTRA (Formerly known as D+H) or client specific product testing as required.

• Participate in the development and/or presentation of topics at user group meetings, client sites and in-house training sessions as required.

• Maintain a general knowledge of company procedures and policies.

• Perform additional duties or special assignments as required.

Required Experience:

• 3+ years relevant work experience including product support, technical support and/or banking.

• Strong technical knowledge in .Net (C#), SQL Server.

• Knowledge in JASON, XML, IIS, Centura, Crystal reports is an added advantage

• Good understanding on OOPS Concept

• Moderate to high level of proficiency in the installation, use, and troubleshooting of software systems.

• Excellent interpersonal communication skills via telephone, in person, and in writing.

• Superior customer service skills.

• Effective time management skills.

• Proven ability to learn quickly.

• Proven ability as problem solver.

• Ability to work with clients, co-workers or third parties professionally and tactfully.

• Ability to work as a team

• Possesses a neat, punctual, positive, proactive and professional work ethic.

• Ability to work well as part of a team or independently.

• Working knowledge of MS Office Applications & the Internet.

• Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels).

• Proficiency with Databases.

• Proficiency with Basic Scripting.

• Proficiency in debugging stored proccedures and data analysis

• Ability to work in rotational shifts including night shift (till 1:30 AM) and graveyard shift (if required, till 6:30 AM)

EDUCATION / CERTIFICATIONS

• Bachelor's degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience.