Analyst - Product Support

2 weeks ago

Karachi, Sindh, Pakistan Temenos Headquarters SA Full time

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.
We serve over 3000 clients 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

Product Analysis and Customer Support (PACS) as the name indicates, provides support to clients using Temenos products which includes clients in the Implementing stage & clients already live on Temenos products. All support requests from these clients are handled by PACS.
We are looking for a qualified Software Engineer/Senior Software Engineer to join our team. An experienced professional, that can handle client incidents to satisfactory resolution. If you are an experienced Software Coding expert (Java/C/C++ & SQL/Oracle) and have handled client's incidents within agreed SLA's/customer satisfaction, we would like to meet you.
In this role you are expected to facilitate solution to the tickets logged which includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

OPPORTUNITIES

  • You will understand the working of the specific product – application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
  • You will have primary responsibility to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
  • You will have responsibility for the points below in detail:
    Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem.
    When identified as a bug, do comprehensive documentation including product analysis of defects, elaborating the root cause and possible resolution for the defect. Provide additional information that would help the Development team to fix and test the problem effectively.
    In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement.
    You will act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
  • You will contribute to Knowledgebase through FAQ's and How To's.
  • You will develop/enhance Tools that will help in reducing the analysis time and boost customer experience.
  • You will be available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.

SKILLS

  • You should ideally have a computer science related degree.
  • You should have 1 to 3 years of Product Support experience with coding experience (Java, C++ & SQL/Oracle).
  • You should have experience in Client facing roles and acting as technical reference point during software implementation/upgrades.
  • You should have experience working in 24/7 Support team.
  • You should have Temenos/T24 core banking product experience.
  • You should have worked on T24 AA, Retail, Finance and Financial Inclusion Modules, FCM and Infinity knowledge will be plus.
  • You should have knowledge of T24 Release Management, Patch Deployment, and configuration changes.
  • You should have a strong understanding of banking processes and financial services. Along with Pakistan's local regulation and compliance knowledge.
  • A certification in Temenos T24 or related technologies would be advantageous.

VALUES

  • Care about providing excellent support to clients.
  • Commit to handling incidents within defined SLA's.
  • Collaborate with all relevant stakeholders.
  • Challenge yourself to constantly improve service and product knowledge.

SOME OF OUR BENEFITS include:

  • Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.
  • Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership.
  • Family care: 4 weeks of paid family care leave.
  • Recharge days: 4 days per year to use when you need to physically or mentally recharge.
  • Study leave: 2 weeks of paid leave each year for study or personal development.
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