Job Description

ABOUT TEMENOS

We're passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. Our products combine the richest end-to-end packaged country model bank functionality and the most advanced technology, helping our clients go-live faster, giving them the freedom to innovate and deliver personalized experiences.
We are technology first, with 700+ published APIs, we partner with 100+ Fintechs in our marketplace. We have been recognized year after year by Gartner, IBS, and Forrester for our award-winning solutions.
Temenos is the 4th largest European Software company, with over 3000 clients in 150 countries. We are proud of our 7500+ Temenosians working across the globe to make banking better!
THE ROLE

Product Analysis and Customer Support as the name indicates, provides support to clients using Temenos products which includes clients in the Implementing stage & clients already live on Temenos products. All support requests from these clients are handled by PACS
KEY RESPONSIBILITIES

• Understand the working of the specific product - application(s) in which expertise needs to be built through training programs including on the job training, class room training and training material available on the knowledge collateral(s).

• Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

• Responsibility in detail:

- Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
- When identified as a bug, do comprehensive documentation including product analysis of defect ,elaborating the root cause and possible resolution for the defect. Provide additional information that would help Development team to fix and test the problem effectively.
- In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement .

• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.

• Contribute to Knowledgebase through FAQ's and HowTo's.

• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools has fair chance of getting integrated to Core product

• Available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.

SKILLS & EXPERIENCE

• BE/BTech/MCA candidate with 2 to 5 yrs of coding experience Java, C++, SQL/Oracle

• Experience working in Product support role

• Flexible and adaptable to work in 24x7x365 environment / rotation shifts

• Location: Bangalore/Chennai (Work from Office- 3 days from office and 2 days from home)

WHY TEMENOS

• You will work at the cutting edge of technology innovation; we challenge the status quo and are transforming banking every day.

• You will experience in a fast-paced environment, ambitious team; we look forwards and continuously strive to be the best.

• You will be part of a team that values integrity; we support each other and keep our promises.

• You will be able to work freely, flexibly and true to your authentic self; we champion diversity.

• You will be joining a global and diverse family that works together through the good times and bad; we care deeply about each other and our clients.

• You will experience what we call - Temenosity!

We value applications from people from all walks of life; if you are excited to be part of our journey and want to make a real impact, we would love to hear from you.

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