Support Consultant Associate

Job Description

Role Profile Job Title: Associate Customer Support EngineerFunction: Customer SupportPay Grade: TP1Reports to: Support Manager/Team Leader Primary learning domain: LendingThe ProductFINASTRA Fusion Banking Loan IQ is the worlds leading solution for servicing commercial loans including structured, project, syndicated, bilateral, asset based, commercial real estate, agricultural, Islamic and niche loans. Calculates stores and segregates loan and collateral data and enforces desired business and control processes. Providing seamless coverage and processing for all stages of the loan lifecycle, Fusion Banking Loan IQ delivers a consolidated commercial lending solution to help institutions grow, optimize and automate their lending lines of business quickly and strategically.Team PurposeThe Engineering Support Group s (ESG) main function is to support complex cases cases raised by Customers and other teams (Functional analysts, Implementation and Pre-sales) for investigation. ESG s goal is to understand the root causes of the issues and define them as Bugs, Normal Behaviors or Enhancement Requests. Whenever a case is classified as a bug or when a mission-critical situation arises, ESG is responsible for finding a workaround to help the client operate and provide a clear description of the problem, root cause analysis and HTR (How to reproduce scenario) to Level 3 Support.Being in the same location as the R&D organization, this group has access to the same tools as the remaining R&D groups (source code, specifications and ALM). The ESG investigation starts where the investigation by Functional analysts and Implementation consultants cannot progress further.Job PurposeThe holder of the role is a product specialist, with technical or functional competencies on one or more products. He is responsible for directly and actively engaging with Customer and other internal teams on issues that are raised and to try and resolve them in the shortest time possible. Besides getting involved in bug validations, ESG analyst may be requested to go onsite on special missions to help a client out of a critical situation.Technical analysis of highest order is expected using Java coding skills and troubleshooting skills and usage of tools to find the root cause of issues.Expected to work in multiple shifts to support Customer worldwideDecision Making & AuthorityThis role reports to a local Team Leader. As an entry-level support engineer, person is responsible for issue investigation and detailed analysis in order to understand and reproduce issues. This person is also responsible to get all the needed information from the client in order to handle his tasks accordingly. The role holder has neither direct nor indirect reports, nor budget responsibility.Key Relationships

• Professional Services, Customer Support, Sales Operations
• 3rd Level Support & QA Development
• Customer group: select client population

Key Responsibilities(Key accountabilities of the job)Product knowledge

• Possesses a basic understanding of overall functionalities and capabilities of the product, as well as its technical/ functional (role-dependent) aspects. Uses it to validate that a product is working in accordance with specifications and documentations, and to assist the team investigating the issues raised by the FINASTRA clients
• Possesses a basic working knowledge of industry practices, 3rd party product, and trouble-shooting skills
• Good overall knowledge in at least one of the product s major modules

Issue Investigation

• Investigates cases of low/medium complexity and keeps the frontline updated on the progress of the investigations
• Get the needed information from the clients to reproduces issues, searches for potential workarounds in the knowledge database to minimize client downtimes.
• Also analyses the issue for root cause from code perspective than just relying on replication of cases
• Applies a methodical approach to problem-solving by systematically analyzing and explaining all possible outcomes.

Bug Validation

• Validates bugs thoroughly by ensuring that described scenarios are tested and proposes workarounds for high severity bugs
• Creates accurate bugs, providing a clear description and detailed How-To-Reproduce scenarios
• Tests more than the bug scope to avoid regressions

Case tracking and client interaction

• Manages tasks assigned and provide continuous regular updates on progress on cases
• Is able to work under pressure to achieve goals set.
• Handle Customer interactions and escalate when necessary

Planning & Development

• Actively manages his own knowledge level and seeks additional training if needed
• Confidently challenges priorities if considered wrongly set, holds to planning and delivers on time as well as raise alert if important tasks are set to fail
• The role holder is a team player he needs to raise questions to his/her metors, but knows how to work alone on specific issues

Specification (Qualifications, skills, knowledge and experience)Experience

• Good academic or practical knowledge in a technical, scientific or business discipline acquired as part of university education
• 6 months -2 years of work experience
• Core Java coding skills
• Javascript
• Database queries
• XML Concepts

Qualifications & certification

• Basic degree: Preferably in Engineering / Mathematics / Computer Science
• Additional: Good to have Finance / Business Administration background

*************************************************************************************************************The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.*************************************************************************************************************,

Keyskills :
documentationcommercial real estatesqlgraduate levelconsultingroot cause analysisroot causecommercial lendingproblem solvingcustomer supportslafinding opportunitiessapengineering supporttroubleshooting skills