Customer Support Consultant - Sydney, Australia - Fenergo

Description

Fenergo is an entrepreneurial business delivering seamless digital experiences to financial institutions.

French and UK private equity firms have recently acquired a majority stake in Fenergo and are looking to scale the business globally.

Fenergo is already the No. 1 provider of Digital Client Lifecycle Management (CLM) technologies and counts 32 of the world's top 50 banks as clients, we want more


Responsibilities include:

• Understand Fenergo products and their functionality to provide support for our onpremise and SaaS based software, answering functional and technical support queries from our customers and partners.
• Working with Fenergo product teams to provide technical support for reported issues with Fenergo's SaaS and onpremise platforms, using active monitoring solutions available.
• Accurately document customer issues, understand customer systems and configuration, identify problems, and recommend solutions.
• Develop functional and technical knowledgebase articles through the identification of common support requests.
• Troubleshoot technical issues and drive them through to resolution in line with our agreed SLA's performing debugging procedures and general firstlevel support.
• Identify and reproduce customerreported software defects and work with our internal development teams to resolve them.
• Work with Project Teams responding to queries raised by client IT Teams via the ticket management system.
• Participate in oncall duties rotation for outofhours Support, and follow the sun of highpriority customer incidents.
• May be required to travel.

Requirements:

• 3 years+ experience of.

Net/C# programming or scripting languages

• Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues.
• Experience working in a Technical Customer Support environment
• Good understanding of SaaS software principles
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Strong analytical, problem solving and troubleshooting skills
• Demonstrate Customer focus and empathy
• High level of selfmotivation with a strong desire to solve problems and ability to multitask following priorities and adhering to SLAs
• Ability to maintain selfcontrol and objectivity while defusing stressful customer situations.

Benefits

• Opportunity to work with clients and colleagues on a global scale.
• Buddy system for all new starters.
• Collaborative working environment.
• Extensive training programs, classroom and online, through 'Fenergo University'.
• Opportunity to work on a cuttingedge Fintech Product, using the latest tools and technologies.
• Defined training and role tracking to allow you to see and assess your own career development and progress.
• Active sports and social club.
• Competitive company benefits, such as flexible working hours, workfromhome policy, private healthcare, weekly fitness and sports classes, and much more.
• Work with a growing company, have an impact, and be part of a major success story in the fintech, regtech space.