**Responsibilities**:
**What will you contribute?**
Reporting to Senior Manager, Customer Support, the **Technical Client Support Adviso**r**is the key interface between clients on one side and Finastra on the other side, contributing to the overall delivery of Residential Mortgage software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The **Technical Client Support Advisor** also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers.
**Responsibilities & Deliverables**:
Your deliverables as a Technical Client Support Advisor will include, but are not limited to, the following:
- Work assigned cases through the full case management life cycle.
- Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs
- Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
- Perform technical investigation with root cause analysis of the issue reported,



providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
- Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
- Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
- Validate defects thoroughly by ensuring that the described scenarios are fixed
- Build and provide simple scripts with the assistance of senior colleagues when necessary
- Write technical specifications and best practices documentation
- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
- Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications.
- Other duties as assigned by your manager
**Required Experience**:
- 3-5 years Mortgage and/or Banking knowledge preferred
- Previous system administrator and/or processing, underwriting, closing experience preferred
- Excellent written and verbal communication
- Customer focus, Analytical abilities, attention to detail, stability, responsible
- Ability to work independently as well as part of a customer facing team
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📌 Technical Client Support Advisor (Mortgage Software) (Guadalajara)
🏢 Finastra USA
📍 Guadalajara