Senior Technical Support Specialist

5 days ago

Karachi, Sindh, Pakistan beBeeSupport Full time 7,500,000 - 8,500,000

Job Title: Senior Product Support Analyst

Job Description

We are seeking a skilled professional to fill the role of Senior Product Support Analyst.

This position involves providing technical support to clients using Temenos products, including those in the implementation stage and those already live on our products.

Key Responsibilities
  • Facilitate solutions to client tickets, including analysis of the ticket logged and updating clients and stakeholders through appropriate channels.
  • Understand the working of specific Temenos products and applications through training programs, including on-the-job training and classroom training.
  • Validate the completeness of information provided by clients and collect further information as needed.
  • Use collected information to analyze problems and provide comprehensive documentation of defects, including root cause and possible resolution.
  • Act as a technical reference point during software implementation and upgrades, providing guidance and support to client IT teams.
  • Contribute to knowledge base development through FAQ's and How To's.
  • Develop and enhance tools to reduce analysis time and improve customer experience.
Required Skills and Qualifications

The ideal candidate will have a computer science-related degree and 2-5 years of product support experience with coding experience (Java, C++ & SQL/Oracle).

They should also have experience in client-facing roles and acting as a technical reference point during software implementation and upgrades, along with experience working in 24/7 support teams.

Temenos/T24 core banking product experience is also highly desirable, as well as knowledge of T24 AA, Retail, Finance, and Financial Inclusion Modules, FCM, and Infinity.

A strong understanding of banking processes and financial services, including Pakistan's local regulation and compliance, is also essential.

Benefits

The successful candidate will be able to handle incidents within defined SLA's and collaborate with all relevant stakeholders.

They will also have the opportunity to challenge themselves to constantly improve service and product knowledge.

Furthermore, they will be committed to providing excellent support to clients and care about their needs.

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