Support Developer (G3)

Quantios•Allen, TX

About The Position

Quantios was formed from the merger of TrustQuay and Viewpoint and brings together the unique but complementary strengths of both businesses to deliver a truly global presence, deep industry knowledge and strong delivery capability to meet client challenges, no matter they are based. We have over 30 years’ experience in servicing the specific technology needs of the Trust, Private Client, Corporate Services and Fund Administration sectors. We engage closely with stakeholders across the industry on regulatory, operational and other matters via our events programme, customer advisory groups and our active memberships of key industry bodies throughout the world. The role of the Support Developer (G3) is to deliver outstanding service to customers that are using Quantios G3. This will include development of enhancements, answering how-to questions, resolving faults and providing technical upgrade assistance and troubleshooting.

Requirements

5+ years’ experience in providing customer service / Application support and/or application development.
Excellent customer service skills. Able to confidently lead conversations, demonstrate empathy, set appropriate expectations, and handle workload with the needs of the customer in mind.
Excellent problem-solving skills, including attention to detail, a pragmatic approach and the ability to identify multiple options and recommend preferred solutions.
Excellent and confident interpersonal and communication skills (both written and oral) to enable effective management of customer expectations in a professional, methodical and mature manner.
Strong Technical background in the following:
iSeries (OS400)
COBOL

Nice To Haves

Technical experience in the following would be beneficial:
Visual Basic 6
Java
RPG
The ideal candidate will also have some practical Financial Services industry experience, with emphasis on Wealth Management.
Travel to offices and client sites in the UK, Channel Islands and overseas may be required.

Responsibilities

Responsible for the investigation of issues logged by customers and recommending resolution options
Liaise with the customer via telephone and desktop sharing to aid the investigation of issues
Ensure delivery against agreed customer service levels
Work with customers to review & progress open customer issues when required.
Manage and maintain the accuracy and status of tickets logged in our centralised service desk
Enforce commercial procedures to capture and bill for work done outside of maintenance scope
Self-manage personal workload of issues balanced against customer service level agreements, timelines and business impact
To provide 3rd level / code investigation for issues, when appropriate.
Document detailed recreation steps and provide additional relevant information including business impact
Define high-level requirements arising out of a customer enhancement request
To undertake the develop of enhancement requests.
Undertake QA for customer issues that are subsequently resolved via a coding change.
Develop, maintain and extend business, product & technical knowledge
Participation in on call / shift arrangements as required
Exceed expectations throughout all customer interactions and help to grow overall satisfaction among our customer-base