Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
Finastra is looking for a proactive and customer-focused Customer Support Advisor to deliver exceptional support experiences to our clients. You will be the first point of contact for resolving technical issues, ensuring customer satisfaction, and contributing to continuous improvement in our support processes.
Key Responsibilities:
- Provide timely and professional support to customers via email, chat, and phone.
- Troubleshoot and resolve technical issues related to our enterprise-level SaaS applications.
- Monitor and manage support tickets, ensuring adherence to SLAs and response time targets.
- Escalate complex issues appropriately while maintaining ownership until resolution.
- Document solutions and contribute to the knowledge base to support team learning and customer self-service.
- Collaborate with cross-functional teams including Engineering, Product, and Sales to resolve customer issues and improve the product experience.
- Advocate for customer needs and provide feedback to internal teams to enhance service delivery.
- Assist in identifying root causes of recurring issues and suggest improvements to prevent future occurrences.
- Stay up to date with product features and updates to serve as a knowledgeable resource for customers.
Required Experience & Qualifications:
- 2–4 years of experience in a technical customer support or help desk role, preferably in a SaaS environment.
- Strong commitment to customer satisfaction and service excellence.
- Experience using Salesforce or similar ticketing systems.
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Ability to work in a fast-paced, 24x7 support environment (shift flexibility may be required).
- Bachelor’s degree or equivalent experience.
Preferred Qualifications:
- Experience supporting enterprise software or licensed products.
- Familiarity with basic networking concepts (e.g., routers, switches, firewalls).
- Understanding of LAN/WAN technologies and protocols.
- Degree in Computer Science or a related technical field.
- Experience working with channel partners or Tier 1 support teams.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
· Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
· ESG: Benefit from paid time off for volunteering and donation matching.
· DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
· Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
· Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!
