Customer Technical Support Engineer

General Profile

• Requires conceptual knowledge of theories, practices, and procedures within a functional job discipline

• Performs standard functional assignments (e.g. Analyze, Customer interaction, report defects/enhancements, Validations of fixes, issue tracking) and develops deeper understanding of functional concepts

• Works within standardized procedures and practices to achieve objectives and meet deadlines

• Receives functional guidance and direction from more senior level roles

• Requires conceptual knowledge of theories, practices and procedures within a functional job discipline typically gained through university education or equivalent experience

• Has some exposure to current treasury functionalities through current job or experience

What will you contribute

Reporting to the CS Manager, the Technical Support Engineer is the key interface between Teciem clients on one side and Customer Support organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Technical Support Engineer also uses their functional expertise to assist technical consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.

Responsibilities & Deliverables:

Your deliverables as a Functional Consultant will include, but are not limited to, the following:

• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs

• Understand the reported issue (especially from a functional perspective) and be able to replicate the respective scenario in the Teciem environments

• Perform functional investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams

• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality

• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported

• Validate defects thoroughly by ensuring that the described scenarios are fixed

• Write functional specifications and best practices documentation

• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

The Required Skills, Knowledge & Experience

Academic Qualifications

• B.Com / M.Com / MBA in Finance (or equivalent)

Functional Expertise

• Strong working knowledge of Treasury applications
• Experience with Kondor and K+TP products is highly desirable

Professional Experience

• minimum 5 years of functional support experience in Treasury applications
• Prior experience in customer management and engagement

Core Competencies

• Strong analytical and problem-solving skills
• High attention to detail and sense of responsibility
• Customer-focused mindset
• Ability to work independently and collaboratively within a customer-facing team

Mandatory Soft Skills

• Fluency in English (spoken and written)
• Excellent communication skills
• Quick learner with a strong desire to grow
• Positive attitude and team-oriented approach
• Proven troubleshooting capabilities