Support Specialist & Software Integrator

The Support Specialist & Software Integrator (SS&SI) will be responsible for providing exceptional customer support while also assisting with the integration of software solutions across various platforms. You will work closely with internal teams, clients, and third-party vendors to ensure smooth software deployment and ongoing maintenance. This role requires strong communication skills, problem-solving abilities, and a solid understanding of software systems and integrations.

Key Responsibilities

Customer Support

1. Provides Support Service Level and Performance Level Agreements (SLA / PLA) for Finartis products.
2. Troubleshoot and resolve customer issues related to software functionality, user access, and configuration.
3. Escalate complex issues to the relevant development or technical teams and follow through to ensure timely resolution.
4. Document issues, troubleshooting steps, and resolutions in the customer support ticketing system.
5. Educate customers on product features, best practices, and updates through written guides, webinars, and virtual meetings.

Software Integration

1. Work with clients to understand their software integration requirements and tailor solutions to meet those needs.
2. Install, configure, and integrate software applications with client environments, including third-party platforms.
3. Collaborate with the development team to design and test new integrations, ensuring compatibility and performance.
4. Create and maintain business & technical documentation related to software integrations and deployment processes.
5. Provide post-integration support, troubleshooting issues, and assisting clients with system optimizations.

Cross-Functional Collaboration

1. Act as a liaison between customers, development teams, and third-party vendors to ensure successful project delivery.
2. Work with the sales team to provide technical insights during the pre-sales process.
3. Provide feedback to the product team to guide future product development based on customer experiences.
4. Maintain and manage software configuration for integrated systems.

Continuous Improvement

1. Identify opportunities to streamline support processes, reduce resolution time, and improve customer satisfaction.
2. Stay up-to-date with the latest trends in software support, integration technologies, and customer service best practices.
3. Participate in ongoing training to deepen technical knowledge of company products and integration techniques.

Requirements

Education

1. Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. Master's degree preferred.
2. Strong communication skills in English, written and spoken.

Experience

1. Minimum of 3 to 5 years experience in a support or service management role, preferably within the software or wealth management industry.
2. Proven track record of implementing support best practices and improving client satisfaction.

Skills

1. Needs to have excellent service-oriented and client-oriented set of mind and skills.
2. He represents the company product and has to maintain the right influence in order to both manage client expectation and support client needs.
3. Good problem solver, attention to detail, with ability to work under time pressure, being resilient and hard working.
4. Financial knowledge on Wealth Management Business is a plus.
5. Ability to learn quickly.

Technical Skills

1. Strong experience with Oracle databases, particularly in development and investigation tasks involving SQL and PL/SQL.
2. Experience with continuous integration/continuous deployment (CI/CD) pipelines.
3. Familiarity with cloud platforms (e.g., AWS, Azure) and microservices architecture.
4. Proficient use of unit-level testing tools designed to test basic code assumptions as well as system-level testing tools.
5. Previous experience in formal software development with a thorough understanding of software design, testing, and debugging methodologies.
6. Experience with version control systems, particularly SVN (Subversion).

Benefits

1. Working from home
2. Dynamic work environment
3. Multicultural and International working structure