Technical Client Support

What will you contribute? The holder of the role is a product generalist for multiple products, that logs new support requests, provides triage level support and data collection, trains clients on self-service tools and uses knowledge base to provide known solutions to common issues. Responsibilities & Deliverables: Your deliverables will include, but are not limited to, the following: Clearly and professionally communicate with clients to gather data on their support issues. Thoroughly document all interactions with clients in SalesForce case tracking system. Educate clients on availability and usage of on-line tools. Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met. Create or recommend updates to knowledgebase articles for internal and external use with goal of spreading knowledge internally while also reducing and deflecting support requests from clients. Apply the knowledge found in exis...