Junior Functional Customer Support Advisor in Bucuresti

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: Your deliverables will include, but are not limited to, the following: • Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue • Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with the assistance of senior colleagues when necessary • Updates 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 • Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained • 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 • Follows Best practices for case management • Validate defects thoroughly by ensuring that the described scenarios are fixed • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed Required Experience: • University degree in Finance, Economics, preferably the Academy of Economic studies (Romania) or relevant experience in the capital markets/financial software field. • Basic understanding of financial products and capital markets • Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus • Commitment to customer service - willing to go the extra mile to provide excellent service. Customer support experience is a plus. • Attention to details, stability, as well as responsibility • Ability to work independently as well as part of a customer facing team • Able to work in a multi-cultural and multi-sites team