To help customers resolve their technical issues and questions which range from Installation, Usage, Architecture.
To raise defects with internal development team
To plan and maintain the support environments
To learn the product functionality and technical changes, as the product grows
Common Responsibilities:
Providing an effective, timely and professional product support and resolution service to Misys Customers.
Supporting customers by answering queries regarding the Misys product both verbally and in writing.
Owning Customer Issues from beginning to full resolution
Providing Support Services to Customers as required.
Ensuring that the Customer Support Processes are followed.
Managing Customer Expectations.
Coordinating with Customer and Development team to reach to a usable solution by Customer.
Determining the nature of the problem being reported and assist customers in resolving problems.
Identifying the scope and boundaries of the problem
Gathering information from various sources and interpreting it
Carrying out cause and effect
Determining likely solutions
Evaluating solutions against identified criteria.
Updating the Misys Salesforce.com (SFDC) tool, with clear and precise details of the status of queries that have been assigned or taken ownership of.
Reporting, communicating progress on support issues until a solution is found and communicated to the originator.
Replicating reported Issues and documenting the steps taken
Interface with Development to determine the release of Maintenance Releases and Emergency Patches
Release of controlled patches to Customers – i.e. making the customers aware that bug fixes need to be implemented on their production system.
Acquiring and maintaining knowledge of Misys development methodologies and standards for use in problem-solving
Demonstrating the highest standards of customer care by effective communication, reporting and handling of all customer issues
Identifying and reporting areas for improvement in software and processes (as a result of support or own investigation).
Providing help and advice to customers using Misys products or services
Communicating courteously with customers by telephone, email, letter and face to face
Investigating and solving customers' problems, which may be complex or long-standing problems
Handling customer complaints or any major incidents
Keeping accurate records of discussions or correspondence with customers
Training other staffs, as required, providing knowledge transfer to improve the overall service provided to the customers.
Keep up to date the customer support knowledge base; including standard workflow documents, white papers, knowledge base articles and FAQs. These documents shall be searched, downloaded and/or printed to provide customers the ability to resolve issues they encounter without the aid of Customer Services.
Following the Skills required
Candidate must have worked in a support role (L2 or L3) for minimum of 4 years. Should have played a client facing role.
Exposure to Banking domain especially Lending (Commercial/Syndicated) would be preferred.
Exposure to planning and setting up of environments – Application server, Database
Exposure to technologies – Java, Oracle/Db2 database, SQL, XML
Candidate with programming experience would be advantage
Excellent analytical skills.
Excellent communication skills.
Willing to work in Shift
Self-motivator, results driven
Skills/Requirements
Title : Senior Support Consultant
Location : Bangalore
Specific responsibilities:
To help customers resolve their technical issues and questions which range from Installation, Usage, Architecture.
To raise defects with internal development team
To plan and maintain the support environments
To learn the product functionality and technical changes, as the product grows
Common Responsibilities:
Providing an effective, timely and professional product support and resolution service to Misys Customers.
Supporting customers by answering queries regarding the Misys product both verbally and in writing.
Owning Customer Issues from beginning to full resolution
Providing Support Services to Customers as required.
Ensuring that the Customer Support Processes are followed.
Managing Customer Expectations.
Coordinating with Customer and Development team to reach to a usable solution by Customer.
Determining the nature of the problem being reported and assist customers in resolving problems.
Identifying the scope and boundaries of the problem
Gathering information from various sources and interpreting it
Carrying out cause and effect
Determining likely solutions
Evaluating solutions against identified criteria.
Updating the Misys Salesforce.com (SFDC) tool, with clear and precise details of the status of queries that have been assigned or taken ownership of.
Reporting, communicating progress on support issues until a solution is found and communicated to the originator.
Replicating reported Issues and documenting the steps taken
Interface with Development to determine the release of Maintenance Releases and Emergency Patches
Release of controlled patches to Customers – i.e. making the customers aware that bug fixes need to be implemented on their production system.
Acquiring and maintaining knowledge of Misys development methodologies and standards for use in problem-solving
Demonstrating the highest standards of customer care by effective communication, reporting and handling of all customer issues
Identifying and reporting areas for improvement in software and processes (as a result of support or own investigation).
Providing help and advice to customers using Misys products or services
Communicating courteously with customers by telephone, email, letter and face to face
Investigating and solving customers' problems, which may be complex or long-standing problems
Handling customer complaints or any major incidents
Keeping accurate records of discussions or correspondence with customers
Training other staffs, as required, providing knowledge transfer to improve the overall service provided to the customers.
Keep up to date the customer support knowledge base; including standard workflow documents, white papers, knowledge base articles and FAQs. These documents shall be searched, downloaded and/or printed to provide customers the ability to resolve issues they encounter without the aid of Customer Services.
Following the Skills required
Candidate must have worked in a support role (L2 or L3) for minimum of 4 years. Should have played a client facing role.
Exposure to Banking domain especially Lending (Commercial/Syndicated) would be preferred.
Exposure to planning and setting up of environments – Application server, Database
Exposure to technologies – Java, Oracle/Db2 database, SQL, XML
Candidate with programming experience would be advantage