Take matters into your own hands! Provide support where it is needed!

As a Tier 3 Support Specialist, you will be supporting our clients and products to improve outcomes in Banking services. Tier 3 Support is responsible for the escalated support tickets that Tier 1 and 2 aren’t able to resolve.

Your key Responsibilities: Respond to escalation requests.

• Provide 3rd level troubleshooting/configuration support for Services and Support
• Work, manage, and prioritize a queue of tickets escalated by the level 1 and 2 support specialists
• Triage and analyze complex tickets to find workarounds and solutions
• Report bugs and escalate difficult-to-solve/obscure issues to the development team’s assistance/guidance
• Address critical and major defects that are reported by Services and Support
• Responsible for meeting individual goals and KPIs related to processing tickets and customer satisfaction
• Work directly with developers to brainstorm and test solutions for blocked customers by working on patches, deploying them to test environments and testing with customer-specific scenarios
• System troubleshooting related to memory heap investigation, server capacity issues and database management
• Leverage general system and networking knowledge to troubleshoot difficult integration issues including customer-created custom applications, APIs, and client-side setups

The ideal candidate has: