Junior Technical Customer Support Engineer

3 weeks ago

Strasburg Ohio, United States Finastra USA Corporation Full time
Responsibilities:
Join our Kondor Engineering Support Group in Guadalajara, where you’ll play a crucial role in delivering exceptional customer service to both local and international clients. As part of the Fusion Capital Kondor team, you’ll work with a market-leading trade and risk management solution that empowers global trading activities. Our platform is flexible, customizable, and provides real-time coverage across various asset classes and market instruments. We’re seeking enthusiastic individuals who are eager to learn and contribute to our amazing team.

Responsibilities & Deliverables:

As a Junior Technical Customer Support Engineer, you’ll be responsible for:

Timely User Support:

Responding to user requests within defined Service Level Agreements (SLAs).

Ensuring clients can effectively utilize our product according to their needs.

Issue Resolution:

Keeping clients informed about the progress toward resolving their issues.

Tracking and managing issues sent to other departments to achieve client satisfaction.

Process Improvement:

Collaborating with the triage team once you’ve gained sufficient experience.

Contributing to monthly, quarterly, and ad-hoc reports.

Providing valuable feedback to other departments.

JIRA Integration:

Creating defects in JIRA as necessary.

Leveraging JIRA for efficient issue tracking and resolution.

Required Experience:

Communication Skills: Excellent verbal and written communication abilities.

Analytical Mindset: Strong problem-solving skills and attention to detail.

Customer Focus: A genuine desire to understand and meet client needs.

Language Proficiency: Strong communication in English both written and verbal.

Education ( an asset): Degree or experience in a related field

Technical Knowledge:

Familiarity with Unix/Linux/Windows Server environments.

Understanding of MS-SQL/Sybase databases.

Knowledge of OpenOIDC/Oauth2/LDAPs (an asset).

Exposure to Kubernetes/OpenShift/Helm (an asset).

Cloud experience (an asset).

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