Technical Client Support Specialist

Finastra • Atlanta, GA

6d • Hybrid

About The Position

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. This is a hybrid role (2 days/week onsite) for Sandy Springs, Atlanta office. What will you contribute? You bring a strong client‑first mindset, serving as the face of Finastra to clients and the voice of the client internally. You are a technically curious problem solver who seeks to understand the why behind issues, not just resolve symptoms, while supporting on‑premises and cloud solutions within U.S. banking and lending environments. You communicate clearly and empathetically, educate clients with confidence, and collaborate closely with internal teams to continuously improve processes and deliver a world‑class support experience.

Requirements

• University degree in Computer Science, Mathematics, Business, IT, or related major, or equivalent job experience.
• Technical aptitude with understanding of Cloud and On Prem solutions.
• Debugging skills and experience with debugging tools, audit logs, etc.
• Understanding and experience with Windows Operating System, Microsoft Azure, software applications, databases, networks, and firewalls/security
• Understanding of U.S. banking concepts or lending operations to effectively support financial software solutions preferred
• Experience with Finastra’s LaserPro program preferred but not required
• Analytical mindset with the ability to solve puzzles and think critically.
• Attention to detail, stability, responsibility, and customer focus.
• Excellent communication and interpersonal skills, positive and professional attitude, patience, and empathy.
• Ability to work independently and as part of a customer-facing team.
• Ability to work in a fast-paced environment and manage multiple priorities while meeting daily metric goals.
• Strong problem-solving and troubleshooting skills across complex systems.
• Knowledge of networking, security, and compliance in financial services.

Nice To Haves

• Experience with Finastra’s LaserPro program preferred but not required

Responsibilities

• Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring effective and efficient product use.
• Demonstrate strong analytical skills by understanding and replicating reported issues in both client and Finastra environments, performing in-depth investigations and root cause analysis.
• Go beyond quick fixes—educate clients on root causes and best practices, empowering them to self-solve in the future.
• Analyze patterns and trends to proactively identify potential problems and prevent future issues.
• Manage multiple responsibilities and priorities in a fast-paced environment, adapting quickly to changing situations and customer demands.
• Ensure timely and clear communication with clients, updating them on progress and status, tracking issues sent to other departments, and participating in client meetings.
• Validate fixed defects by thoroughly testing described scenarios and confirming resolution.
• Escalate issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.
• Document all interactions, troubleshooting, testing, and research in detail within the case ticketing system, visible to clients.
• Create knowledge base articles and technical documents to drive self-service solutions for clients via the client portal.
• Provide feedback and suggestions for product improvement and enhancement, based on customer issues, and acquired product knowledge.
• Collaborate and communicate effectively with team members and internal stakeholders, sharing knowledge, best practices, and supporting organizational goals.
• Develop and deliver internal and external training reference materials based on trending topics and innovative solutions.
• Occasional on-call or after-hours support may be required.

Benefits

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level