Product Analysis and Customer Support

1 week ago


Bengaluru, Karnataka, India Temenos Full time

ABOUT TEMENOS
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

We serve over 3000 banks 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 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

OPPORTUNITIES

  • Primary responsibility will be 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.

Responsibility 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 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 nondefects, 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.
  • Contribute to Knowledgebase through FAQ's and HowTo's.
  • Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools has 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.

SKILLS

  • Java
C++
SQL/Oracle
Dotnet (.Net, C#, , SQL server, ADO, MVC, WCF, LINQ, WEB API, JavaScript, jQuery, BootStrap) - Only US Shifts

  • Team provide 24/7 support with rotation shifts
  • Good understanding working with Product support team
  • Hybrid working ( 3 days of working from office and 2 days form home)

VALUES
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Care about
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Commit to
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Collaborate with
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Challenge the
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