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.

Requirements

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).

Benefits

· Working from home

· Dynamic work environment

• Multicultural and International working structure