Tier 2 Client Support

3 weeks ago


Mississauga, Canada Finastra USA Corporation Full time

**Responsibilities**:
We’re looking for an individual who wants to become part of a growing company and is excited about putting their full effort into delighting customers. Our people deliver creative solutions for Financial Institutions, understanding the impact through our customers’ eyes.

**Summary of Purpose**:
The Tier 2 Client Support Technician is an integral part of the Tier 2 support team. Supporting our customers and ultimately our end-users, this team member is tenacious and disciplined about delivering timely, delightful service. Having a passion for solutions, this position requires effective prioritization and communication to ensure the customers’ needs are met.

**Essential Functions**:

- Lives the high performance culture.
- Manages the flow of incoming trouble and fulfillment requests coming from multiple channels.
- Coordinates work effort through rigorous prioritization.
- Participates in building internal and external knowledgebase records allowing self-service.
- Identifies the root cause of trouble, reviewing logs and system configuration to resolve within SLA.
- Manages trouble ticket backlog to ensure responses are within internal/external SLAs.
- Communicates gaps and challenges to aid in improvement opportunities.
- Develops cross-functional relationships across the organization to ensure focus on customer delight.

**Position Requirements**:

- 3+ years of experience working in a SAAS environment in a technical implementation or support environment or equivalent experience.
- Firm understanding of the U.S. banking industry.
- Working knowledge of XML.
- Strong documentation and communication competency necessary.
- Passion for talking directly with the customer.
- Ability to balance workload and prioritize effectively.
- Creative solution based mindset.
- An understanding of banking cores and 3rd party vendors a PLUS


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