Job Description
Who are we?
At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
The Client Support / Technical Support Specialist is responsible for delivering high-quality support to customers by resolving technical issues, addressing inquiries, and ensuring effective product usage. This role involves deep technical investigation, collaboration with internal teams, and maintaining strong client communication to ensure timely and satisfactory resolution of issues.
Key Responsibilities
Provide timely and effective responses to customer requests, including reported issues, queries, and assistance needs, enabling clients to fully utilize Finastra products
Analyze and understand reported issues from both functional and technical perspectives, and replicate scenarios within internal environments for accurate diagnosis
Conduct detailed technical investigations, including root cause analysis, and deliver appropriate solutions or comprehensive findings to relevant stakeholders
Proactively update customers on progress, ensuring transparency throughout the issue resolution lifecycle while maintaining a strong focus on client satisfaction and product quality
Collaborate with cross-functional teams by tracking and following up on escalated issues to ensure timely resolution
Participate in client engagements, including phone calls and virtual meetings (MS Teams, WebEx), to facilitate clear communication and accelerate issue resolution
Validate fixes by thoroughly testing and confirming that reported defects and scenarios have been fully resolved
Escalate complex or critical issues to Team Leaders or Management when necessary to ensure resolution within agreed timelines
Key Skills & Competencies
- Strong technical troubleshooting and analytical skills
- Ability to perform root cause analysis and problem-solving
- Excellent client-facing and communication skills
- Experience supporting enterprise software solutions
- Ability to manage multiple priorities and work in a fast-paced environment
- Strong collaboration and stakeholder management
Requirements and Qualifications
- Bachelor’s Degree in Business, Management, Finance, or a related field
- Relevant experience in technical support, application support, or client support roles
- Exposure to financial services or enterprise software solutions is an advantage
- Familiarity with ticketing systems and incident management processes is preferred
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
*Specific benefits may vary by location.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.