
Product Analyst and Customer Advocate
6 days ago
- Ticket Analysis and Resolution
- Thoroughly analyze each ticket to understand the issue at hand.
- Update clients and stakeholders on every stage of resolution, ensuring they are informed and satisfied with the progress.
- Provide a satisfactory solution to the client's problem.
- Contribute to the Knowledgebase through FAQs and How-Tos, enhancing the repository of knowledge for future reference.
- Develop or enhance tools that reduce analysis time and boost customer experience.
- Act as a technical reference point during software implementation/upgrades, providing guidance and support to client IT teams.
- Be available to perform onsite analysis of tickets at client locations, typically during milestone periods such as Go Live, branches, and upgrades.
- A computer science-related degree is highly desirable.
- 1-3 years of experience in Product Support with coding expertise (Java, C++, & SQL/Oracle).
- Experience in client-facing roles and acting as a technical reference point during software implementation/upgrades.
- Previous experience working in a 24/7 Support team.
- Familiarity with Temenos/T24 core banking product experience.
- Knowledge of T24 Release Management, Patch Deployment, and configuration changes.
- A strong understanding of banking processes and financial services, along with local regulation and compliance knowledge.
- Maternity leave: 3 days per week in the first month and 4 days per week in the second month.
- Civil Partnership: 1 week of paid leave for marriages and civil partnerships.
- Family care: 4 weeks of paid family care leave.
- Recharge days: 4 days per year to recharge physically or mentally.
- Study leave: 2 weeks of paid leave each year for study or personal development.
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