Détails de l'annonce
Référence:
156202
Publiée le:
20 mai 2022
Type de poste:
CDI
Lieu de travail:
Tunis, Tunisie
Expérience:
Entre 2 et 5 ans
Étude:
Bac + 4
Rémunération proposée:
2000 - 2500 DT / Mois
Disponibilité:
Plein temps
Langues:
Français , Anglais
Entreprise:
NEW ACCESS
Secteur: banque / finance / assurances
Taille: Entre 20 et 100 employés

New Access provides agile and scalable Front-to-Back software solutions designed to meet the specific requirements of the private banking and wealth management industries. Evolving in a complex and changing regulatory environment New Access’ solutions help bankers to connect conveniently and efficiently with their clients thanks to new digital channels.

Our offer covers the full client relationship lifecycle from account opening, through client data and document management to the management of their portfolios:

Onboarding and Client Relationship Management (CRM), secure Electronic Document Management System (EDMS) with LOGICAL ACCESS®, Portfolio and Order Management (PMS/OMS) with EQUALIZER®, Client Data Management with CIM and a comprehensive Core Banking solution with APSYS.

New Access’ Front-End solution BANKER’S FRONT integrates in one 360° view all information linked to the client including: onboarding processes, documents, portfolios, and client data.

New Access provides professional and personalized Managed Services, which involves operating or running IT systems as well as application management services for its clients.

With headquarters in Geneva, New Access already installed its solutions in over 180 sites in 19 countries.

Description de l'annonce:

We are looking for a Client Support Specialist who is passionate by Support activities and would like to have a career in an international company, in the Private Banking domain, within an exciting environment

The candidate will integrate a cross-functional support team split between Switzerland and Tunisia, and will contribute to the creation of positive customer experience by providing support services (Tier 1 and Tier 2) on our banking products, ranging from Front-Office to Back-Office.

The candidate will have as main responsibilities, to

        • Simulate use cases and reproduce the problem in standalone or integrated environments.

    • Analysis and exploration of logs with a strong ability to explain and/or escalate to the most relevant third party.

    • Maintenance of the Presales environment with readiness checks and contributing to resolving deficiencies in the functionalities of the system

    • Ensure service management by clarifying the links between issues raised by the support/service by module or by customer.

    • Supervision of an internal project of advanced search in the support portal (based on Machine Learning)

    • Onboarding of new hires on different support applications with a comprehensive knowledge transfer and extensive functional and technical skills

     • Dispatching incoming customer tickets from support/service to different CS/PS/MS teams with relevant prioritization and urgency notification

    • Participate in the improvement of the support process in terms of SOP(s) standardization, incident management, urgency policies...

    Technical Skills :

       • Ticketing platform: JIRA

    • Clients communication: Xtreme Support Portal, e-mails and phone calls

    • AWS cloud services: EC2, S3

    • Versioning systems: Bitbucket (Mercurial Hg), Hydra NixOs

    • Investigation & scripts: Linux CLI: CentOS, NixOS, systemd services, basic LogicBlox queries, Shell, Python

    • Monitoring Systems: Zabbix, DataDog, Rapid7 InsighOps

    Requirements/Skills:

  • A past experience - of at least 2 years - on client support activities
  • Customer-service oriented
  • Ability to stay calm when customers are stressed or upset.
  • Excellent communication skills and ability to maintain high customer service and satisfaction
  • Ability to apply logical principles and analytical thinking to solve practical problems

  • Strong interpersonal skills, and ability to collaborate with others

  • Detail-oriented with good organizational skills
  • Good written and oral English level

  • Good knowledge of Finance and Banking domain.

  • Good knowledge of Oracle RDBMS and SQL is a plus