Customer Support Consultant

3 weeks ago

Sydney, New South Wales, Australia Fenergo Full time
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.

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