Analyst - Product Support

2 weeks ago

Chennai, India Temenos Full time

THE ROLE

Product Analysis and Customer Support (PACS) 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. 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.

OPPORTUNITES You will understand the working of the specific product – application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s). You will facilitate solution to the tickets logged. It includesanalysis of the ticket logged, updating clients and stakeholders throughappropriate channels in every stage of resolution & providing an agreeablesolution. You will understand the details in ticket logged and validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare. You will Act as the technical reference point during softwareimplementation/upgrades. Provide guidance and support to client IT teams. You will Contribute to Knowledgebase through FAQ’s and How To’s You will 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. You will perform onsite analysis of tickets atclient places. Typically, this would be required during the milestone period ofthe client like Go Live of implementation, branches, and Upgrade. SKILLS You should have 2 to 5 years of Product Support experience with coding experience (Java, C++ & SQL/Oracle) You should have a degree in BE/BTech/MCA You should have experience in client facing roles and acting as technical reference point during software implementation/upgrades. You should have experience working in 24/7 Support team.   VALUES Care  about transforming the Banking landscape. Commit  to being part of an exciting culture and product evolving within the financial industry. Collaborate  effectively and proactively with teams within or outside Temenos. Challenge  yourself to be ambitious and achieve your individual as well as the company targets. 

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