Support Specialist & Software Integrator

The Support Specialist & Software Integrator (SS&SI) will be responsible for providing exceptional customer support while also assisting with the integration of software solutions across various platforms. You will work closely with internal teams, clients, and third-party vendors to ensure smooth software deployment and ongoing maintenance. This role requires strong communication skills, problem-solving abilities, and a solid understanding of software systems and integrations.

KEY RESPONSIBILITIES

Customer Support:

·       Provides Support Service Level and Performance Level Agreements (SLA / PLA) for Finartis products.

·       Troubleshoot and resolve customer issues related to software functionality, user access, and configuration.

·       Escalate complex issues to the relevant development or technical teams and follow through to ensure timely resolution.

·       Document issues, troubleshooting steps, and resolutions in the customer support ticketing system.

·       Educate customers on product features, best practices, and updates through written guides, webinars, and virtual meetings.

Software Integration:

·       Work with clients to understand their software integration requirements and tailor solutions to meet those needs.

·       Install, configure, and integrate software applications with client environments, including third-party platforms.

·       Collaborate with the development team to design and test new integrations, ensuring compatibility and performance.

·       Create and maintain business & technical documentation related to software integrations and deployment processes.

·       Provide post-integration support, troubleshooting issues, and assisting clients with system optimizations.

Cross-Functional Collaboration:

·       Act as a liaison between customers, development teams, and third-party vendors to ensure successful project delivery.

·       Work with the sales team to provide technical insights during the pre-sales process.

·       Provide feedback to the product team to guide future product development based on customer experiences.

·       Maintain and manage software configuration for integrated systems.

Continuous Improvement:

·       Identify opportunities to streamline support processes, reduce resolution time, and improve customer satisfaction.

·       Stay up-to-date with the latest trends in software support, integration technologies, and customer service best practices.

·       Participate in ongoing training to deepen technical knowledge of company products and integration techniques.

Education:

·       Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field. Master’s degree preferred.

·       Strong communication skills in English, written and spoken.

Experience:

·       Minimum of 3 to 5 years experience in a support or service management role, preferably within the software or wealth management industry.

·       Proven track record of implementing support best practices and improving client satisfaction.

Skills:

·       Needs to have excellent service-oriented and client-oriented set of mind and skills.

·       He represents the company product and has to maintain the right influence in order to both manage client expectation and support client needs.

·       Good problem solver, attention to detail, with ability to work under time pressure, being resilient and hard working.

·       Financial knowledge on Wealth Management Business is a plus.

·       Ability to learn quickly.

Technical Skills:

·      Strong experience with Oracle databases, particularly in development and investigation tasks involving SQL and PL/SQL.

·      Experience with continuous integration/continuous deployment (CI/CD) pipelines.

·      Familiarity with cloud platforms (e.g., AWS, Azure) and microservices architecture.

·      Proficient use of unit-level testing tools designed to test basic code assumptions as well as system-level testing tools.

·      Previous experience in formal software development with a thorough understanding of software design, testing, and debugging methodologies.

·      Experience with version control systems, particularly SVN (Subversion).

·     Working from home

·     Dynamic work environment

·     Multicultural and International working structure