Junior Support Analyst

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of
people and businesses everywhere. We do this through the pioneering spirit of
‎7500+ Temenosians who are passionate about making banking better, together.
Temenos enables growth for two-thirds of the world 's top ‎1,000 banks and ‎70+
challenger banks in ‎150+ countries. We collaborate with clients to build new
banking services and state-of-the-art customer experiences on our open banking
platform, helping them operate more sustainably.
At Temenos, we have an open-minded and inclusive culture, where everyone has
the power to create their own destiny and make a positive contribution to the
world of banking and society.

THE ROLE

The Support Consultant provides technical support and assistance to resolve
technical problems/issues on T24 application raised by Temenos customers in
the region. The individual is expected to assist customers with a variety of
different questions, concerns and problems in an efficient and timely manner
by taking ownership of each case from beginning to end. This role will work
closely with other members of the Product Analysis and Customer Support (PACS)
team, both within the region and offshore, in order to provide swift,
efficient and consistent resolutions for customers.

OPPORTUNITIES

• You will understand the Client 's technical and business requirements and in case of a Change Requests, refer to the Business requirement Document (BRD) by analysing the Functional and Technical Specifications.


• You will be responsible for functional and technical analysis of Product specific features in Triple A Plus Product (Proprietary Software).


• You will be responsible for technical analysis of the performance problems in Sybase relational database management system in improving performance of the system.


• You will be responsible for analysis of Client version Sybase procedures, Java source codes for proposing work around and temporary fixes to Clients.


• You will be involved in, in-depth analysis of available features in our proprietary software "Triple A Plus" (Proprietary Private Wealth Management Software of Temenos).


• You will, whenever required, organise meetings with our customers (Fortnightly / Monthly / Adhoc) for providing updates to their logged problems with Temenos.


• You will resolve the Priority1 issues logged by our Client as per the time duration agreed in Service level Agreements.


• You will provide software solutions / training for issues reported by client on day-to-day to their problems.


• You will enhance system performance when required proactively by proposing solutions.


• You will work along with client closely, to monitor and troubleshoot any inconsistencies getting reported on the Triple A Plus product on daily basis.


• You will design and develop software automation tool / Utilities for correcting inconsistent data in Triple A Plus database tables.

SKILLS

• You should have about ‎2+ years' experience in customer support.


• You should have fluent English and Arabic would be nice to have.


• You should have good verbal and written communication as well as the ability to present information to an audience.


• You should become and remain proficient in all programs necessary to successfully perform the duties and responsibilities for this role.


• You should have a high proficiency in all Microsoft Office Products.


• You should have knowledge and experience on T24 Core Banking or a similar banking platform.


• You should have experience in Databases as Oracle and MS-SQL.


• You should have experience with Operating systems such as Unix, Linux, MS Windows Server.


• You should have experience with Programing Languages and Webservers such as Java and jBoss.

VALUES

• Care about customer satisfaction and resolving technical issues timeously.


• Commit to a fast turnaround time in solving technical customer problems.


• Collaborate with your team and your clients.


• Challenge yourself to constantly improve on SLA 's.

Temenos is an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to age, ancestry, color,
family or medical care leave, gender identity or expression, genetic
information, marital status, medical condition, national origin, physical or
mental disability, political affiliation, protected veteran status, race,
religion, sex (including pregnancy), sexual orientation, or any other
characteristic protected by applicable laws, regulations and ordinances. We
also consider qualified applicants regardless of criminal histories,
consistent with legal requirements. If you need assistance and/or a reasonable
accommodation due to a disability during the application or the recruiting
process, please let us know.