Senior Technical Support - PayPlus

Finastra•Atlanta, GA

4d•Hybrid

About The Position

Reporting to the PAS Lead, the Senior Technical Support - PayPlus will be responsible for supporting customers using Finastra payments systems and customer systems. This support includes functional application support and internal coordination between internal stakeholders such as Finastra Product, Infrastructure, and Development teams. The ideal candidate will be passionate about technology, resourceful, and possess excellent customer-facing skills. We are looking for an individual who can coordinate, assist, and maintain solid customer relationships. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development teams to effectively support customers on their Payments platform. This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings, and client service enhancements. Strategically focused and responsible for client satisfaction, you will be the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting as the primary point of contact for client escalations when required. This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.

Requirements

Experience with Microsoft Office, Salesforce and JIRA
University or college degree and/or equivalent experience
Progressive experience in a client relationship capacity
Experience within the Financial industry working with high profile clients
Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business

Responsibilities

Develop and manage key operational relationships with Clients.
Support Client On-boarding activities.
Manage day-to-day client interactions while identifying and prioritizing key client service issues.
Delivery of operating reviews (MOR/QBRs).
Coordinate the execution of processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc.
Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.
Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.
Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).
Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.

Benefits

Unlimited vacation
Hybrid working arrangements
Paid time off for voting
Bereavement leave
Sick leave
Confidential one-on-one therapy through our Employee Assistance Program
Support from our network of Wellbeing Champions and Gather Groups
Calendar of monthly events and initiatives designed to help you thrive
Medical insurance
Life insurance
Disability insurance
Retirement plan
Lifestyle and other benefits
Paid time off for volunteering
Donation matching
Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra)
Access online learning and accredited courses through our Skills & Career Navigator tool
Global recognition program, Finastra Celebrates
Regular employee surveys
Paid holidays
Flexible working hours
Pension plan
Comprehensive health initiatives