Analyst - Product Support

Job Description

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 Implemention 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, handle the client incidents to the satisfactory resolution. If you are an experienced Software Coding & debugging expert (Java/C/C++) and handled the 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.

QUALIFICATION:

• BE/BTech/MCA candidates with 2 to 5 years of Product Support experience with coding & debugging experience (Java, C++)
• Experience in Client facing roles and acting as technical reference point during software implementation/upgrades
• Experience working in 24/7 Support team

• You should have a better understanding of the workings of the specific product or applications in which expertise needs to be built through training programs, including on-the-job training, classroom training, and training material available on the knowledge collaterals.
• You should 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
• 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 threadbare.
• When identified as a bug, do comprehensive documentation including product analysis of defect, elaborating the root cause and possible resolution for the defect. Provide additional information that would help 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.
• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools have fair chance of getting integrated to Core product
• 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.

• Care about how Temenos can make Banking solutions the best they can be
• Commit to working in a fast-paced environment, within an ambitious team who are continually striving to improve
• Collaborate with all stakeholders, inclusion and diversity has been and will be the key to driving Temenos forward
• Challenge the status quo, nothing should ever be left to doubt or accepted if not understood properly.

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 needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development

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