Responsibilities:

• Analyze functional and technical cases and provide a resolution through the Production Support Procedure (PSP) timescales to ensure customer satisfaction
• Create new Solutions to enhance the Customer Searchable database ensuring a faster service to the customers
• Ensure that Customers are updated on the progress of outstanding issues and that escalation procedures are invoked whenever necessary (including on the customer's side), so that the customer is always aware of the status of calls, and is made aware of any delays to committed solution/resolution dates
• Provide accurate information to the Development Team in order for them to correct the software without having to refer back to the originating customer
• Regular up-to-date accurate information is recorded in the call logging system (i.e. SupportForce.com) for customers to see the progress on support cases
• Adhere to QMS procedures and templates 
• Provide clients with advice and guidance on how to optimize the use of Misys products to support their business processes
• Assist in identifying Professional Services or Product Sales opportunities arising from customer calls and referring these to appropriate groups for action

Requirements:

• Bachelor's degree in an Information Technology and/or Finance related discipline
• Minimum of 2 years' experience in technical support or technical analysis, preferably in a financial environment
• Ideally with experience in external client interfacing in a multicultural setting 
• Excellent business communication and customer relation skills
• Strong analytical skills and good problem solving abilities
• Fast-learner, keen on details, and self-motivated
• Able and willing to work on shifting schedules and public holidays, as well as to travel, internationally on short-term basis, as may be required
• Successful candidates will undertake a 3-month structured training program on OS/400 and RPG.