Focus on more complex technical problems, generally without day-to-day supervision or direction. Provide guidance and advice to less experienced support consultants in case of complex technical issues Has strong proficiency in the tools, systems, procedures that are used to accomplish the job.
Provide customer support and technical issue resolution via Support Ticketing system, E-Mail, phone and any other electronic medium.
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.
Perform internal training, either on-site or via remote conferencing when applicable, to other team members in terms of process issue resolution and customer satisfaction.
Create training and helpful product documents regarding solutions.
Perform such other duties, functions and services, consistent with status or vocational ability, as may from time to time be required.
SKILLS & EXPERIENCE
Experience : 5+ years’ experience in customer support required.
Languages : Bilingual in English and Spanish
Education : Bachelor’s Degree preferred.
Customer Service - Manages difficult and / or emotional customer situations; Responds promptly to customer needs; Asks for customer feedback to improve service;
Responds to requests for service and assistance; Meets commitments.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values;
Benefits organization through outside activities; Supports affirmative action and respects diversity.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;
Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical knowledge : T24 Administration and Web Services on TAFC and TAFJ environments, INFOBASIC programing, JAVA, Databases as jBase, Oracle and MS-SQL, operating systems knowledge of UNIX and Windows, Performance optimisation.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance;
Monitors own work to ensure quality.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation;
Able to deal with frequent change, delays, or unexpected events.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;
Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;
Includes appropriate people in decision-making process; Makes timely decisions
Planning / Organizing - Uses time efficiently; Develops realistic action plans.
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!
We value applications from people from all walks of life; if you are excited to be part of our journey and want to make a real impact, we would love to hear from you.