Purpose:

Contributes to the Company by providing quality customer service to Misys clients and driving increased revenue

Accountabilities:

• Analyse functional and technical reported cases/RFA (Requests for Assistance from clients), carry out testing and provide a resolution in the standard acceptable timeframe, in order to ensure customer satisfaction
• Ensure new solutions are published in a manner from which others within the company can understand and benefit, thereby ensuring a faster service to the customers in the future
• Provide accurate and timely information attached to the customer calls passed to the Development team, in order to allow them to correct or change the software without having to refer back to the originating customer for more information
• Ensure up-to-date information is recorded in the call logging system (e.g. SFDC, SupportForce.Com) according to agreed procedures to ensure customer issues can be analysed and handled effectively
• 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
• Perform software upgrade or installation service, plus interfacing (region specific or product specific**) in order to deliver a committed solution to the customer, in the agreed timescale, ensuring that the solution is operable either by the customer or by the services staff assigned to the client/project
• Cross train other regional Misys Services teams on product/technical skills to continually improve the capability and effectiveness of the Services/Support teams
• Work with Customer Services Managers, Project Managers and Account Managers to bring about and maintain customer satisfaction to a level so that the customer will act as a reference site for Misys
• Provide clients with advice and guidance on how to optimise the use of Misys products to support their business processes
• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls
• Ensure that these are passed on to the appropriate groups for action in order to drive increased revenue
• Provide support during Alpha/Beta testing programmes or projects (region specific or product specific**) so that the product when delivered is of a good quality, and so that the consultant gains experience of the new solution/application, thereby being in an improved position to support the customer(s) in the future
• Conducts root cause analysis for recurring or architectural problems in the assigned Product/modules and raises issues to the Product & Strategy / Product Management Process for re-development, or enhancement, so that the product is perceived to be more appropriate for the market place.
  

Specific requirements:

Academic and professional qualifications

• Baccalaureate, or Graduate, or BAC+3 as per local diploma in computer science/IT

Experience 

• At least 3 years solid experience with financial products in a support, development or consultancy
  environment, of which 1 year of experience will be in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
• Experience gained through product support in one or more of: programming languages, operating systems, database models
• 3 years of relevant banking experience.

Travel requirements 

• Willing and able to travel, internationally on short or long-term basis

Working arrangements

• Overtime and 24 hours standby may be required to meet deadlines
  

(**) depending on Regional or Product organisation, this will be part or not of the Support Consultant's role or responsibility, and may be considered or not in his/her Job Profile.