Analyst - Product Support

3 weeks ago

Mississauga, Canada Temenos Full time

**ABOUT TEMENOS**

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

**THE ROLE**

We are looking for a Support Specialist to join the Temenos Product Management team. The Support Specialist will assist customers with a variety of different questions, concerns and problems in an efficient and timely manner by taking ownership of each case from beginning to end. This role will work closely with other members of the Customer Support team in order to provide swift, efficient and consistent resolutions for customers.

**OPPORTUNITIES**
- Responsible to ensure that the customer receives an adequate level of service with each concern or request;
- Provide customer support and technical issue resolution via E-Mail, phone and other electronic medium;
- Answer product and process related questions posed by customer through an internal case management system;
- Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern;
- Responsible for maintaining positive and loyal relationship between Temenos and its customers;
- Research and identify new cases created by customers;
- Assist with and lead software implementations for new customers;
- Perform customer training, either on-site or via remote conferencing when applicable, aligning any communications and training with that of Professional Services to ensure consistency;
- Create training and helpful product documents Perform quality assurance testing when applicable; remain consistent with quality strategy from the Quality Assurance team;
- Assist with product demos to potential customers when needed;
- Coordinate reference requests with existing customers when required;
- All other duties as assigned.

**SKILLS**
- Bachelor’s Degree in related field preferred.
- Experience of 1-3 years’ experience in customer service or sales support required.
- Software testing experience is preferred.
- Credit union branch experience helpful
- Experience working for a collections or loan origination department is a plus.
- Strong written and verbal communication skills.
- Speaks clearly and persuasively in positive or challenging situations.
- Listens attentively and asks probing questions to understand customer needs.
- 24 X 7 Support. On call is by rotation approx. every 8 weeks

**VALUES**
- You will work at the cutting edge of technology innovation; we challenge the status quo and are transforming banking every day.
- You will experience in a fast-paced environment, ambitious team; we look forwards and continuously strive to be the best.
- You will be part of a team that values integrity; we support each other and keep our promises.
- You will be able to work freely, flexibly and true to your authentic self; we champion diversity.
- You will be joining a global and diverse family that works together through the good times and bad; we care deeply about each other and our clients.
- You will experience what we call - Temenosity

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