Senior Technical Support Consultant
San Jose, Costa Rica
hace 17 horas

Job PurposeThe Senior Technical Support Consultant provides technical support and assistance to resolve technical problems / issues on T24 application raised by Temenos customers in the region.

The individual is expected to assist customers with a variety of different questions, concerns and problems in an efficient and timely manner by taking ownership of each case from beginning to end.

The Senior Technical Support Consultant focuses specifically on more complex technical issues with little or no direct supervision, and provides guidance and coaching to less experienced Technical Support Consultants.

Job Purpose

This role will work closely with other members of the Product Analysis and Customer Support (PACS) team, both within the region and offshore, in order to provide swift, efficient and consistent resolutions for customers.

Responsibilities and Accountabilities :

  • Focus on more complex technical problems, generally without day-to-day supervision or direction. Provide guidance and advice to less experienced support consultants in case of complex technical issues Has strong proficiency in the tools, systems, procedures that are used to accomplish the job.
  • Responsibilities and Accountabilities :

  • Responsible to ensure that the customers receives an adequate level of service with each concern or request.
  • Provide customer support and technical issue resolution via E-Mail, phone and other electronic medium.
  • Answer product and process related questions posed by customer through an internal case management system.
  • Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
  • Responsible for maintaining positive and loyal relationship between Temenos and its customers.
  • Perform customer training, either on-site or via remote conferencing when applicable, aligning any communications and training with that of Professional Services to ensure consistency.
  • Create training and helpful product documents.
  • Perform such other duties, functions and services, consistent with status or vocational ability, as may from time to time be requiredSkills :
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service;
  • Responds to requests for service and assistance; Meets commitments.

    Skills :

  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values;
  • Benefits organization through outside activities; Supports affirmative action and respects diversity.

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;
  • Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

  • Technical knowledge : T24 Administration and Web Services on TAFC and TAFJ environments, INFOBASIC, .Net, JAVA, Databases as jBase, Oracle and MS-
  • SQL, operating systems knowledge of UNIX and Windows, Performance optimisation.

  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance;
  • Monitors own work to ensure quality.

  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation;
  • Able to deal with frequent change, delays, or unexpected events.

  • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;
  • Looks for and takes advantage of opportunities; Asks for and offers help when needed.

  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;
  • Includes appropriate people in decision-making process; Makes timely decisions

  • Planning / Organizing - Uses time efficiently; Develops realistic action plans.Qualifications :
  • Education : Bachelor’s Degree preferred.
  • Qualifications :

  • Experience : 5+ years’ experience in customer support required.
  • Languages : Bilingual in English and Spanish
  • Communication Skills oVerbal / Nonverbal Convey easily and quickly any message; Speaks clearly and persuasively in positive or negative situations;
  • listens attentively and seeks clarification; Responds well to questions; Maintain professional nonverbal communication analogous to situation oWritten -

  • Writes clearly and informatively with a high level of sophistication; Varies writing style to meet needs; Presents numerical data effectively;
  • Able to read and interpret complex written information. oPresentation - Presents clearly and informatively, easily maintaining audience attention and responding to audience needs;
  • Able to facilitate discussion, progress effectively.

  • Computer Skills oBecome and remain proficient in all programs necessary to successfully perform the duties and responsibilities for this role.
  • oHigh proficiency in all Microsoft Office Products preferred.oKnowlegde and experience on T24 Core BankingoProblem solving skills in T24 TAFJ and TAFC environmentsoDatabases as jBase, Oracle and MS-

    SQLoOperating systems as Unix, AIX, Linux, MS WindowsoProgramming in Infobasic and Java, Javascript.oApplication Servers (jBOSS, Web Sphere, Web Logic)oExperience in solving performance issues in T24, online and batch (COB)

    Travel : limited in this role but should be flexible to travel if required

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