About Temenos
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.
We serve 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.
At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.
THE ROLE
Product Analysis and Customer Support (PACS) as the name indicates, provides support to clients using Temenos products which includes clients in the Implementing stage & clients already live on Temenos products. All support requests from these clients are handled by PACS. In this role you are expected to facilitate solution to the tickets logged which includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
OPPORTUNITES
- You will understand the working of the specific product application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
- You will facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
- You will understand the details in ticket logged and validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
- You will Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
- You will Contribute to Knowledgebase through FAQ's and How To's
- You will develop/enhance tools that will help in reducing the analysis time and boost customer experience. Best tools have fair chance of getting integrated to Core product.
- You will perform onsite analysis of tickets at client places. Typically, this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.
Skills
- You should have 2 to 5 years of Product Support experience with coding experience (Java, C++ & SQL/Oracle)
- You should have a degree in BE/BTech/MCA
- You should have experience in client facing roles and acting as technical reference point during software implementation/upgrades.
- You should have experience working in 24/7 Support team.
VALUES
- Care about how Temenos can make Banking solutions the best they can be
- Commit to working in a fast paced environment, within an ambitious team who are continually striving to improve
- Collaborate with all stakeholders, inclusion and diversity has been and will be the key to driving Temenos forward
- Challenge the status quo, nothing should ever be left to doubt or accepted if not understood properly
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