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Customer Support Engineer Trade Services Support and QA Specialist

Company Name:
ACG Resources/Adams Consulting Group, LLC
Global Software Verndor seeking Customer Support Engineer
Trade Services Support and QA Specialist for business support, product support, and quality assurance support, in a trade finance software environment.
Responsibilities
- Existing customers: troubleshoot and resolve issues, provide business assistance and help desk support, manage and assist in release upgrades, manage and respond to issues in issues tracking application
- New customers: operational and workflow analysis of client's trade service department, document necessary configuration changes to client products (customer output, SWIFT,accounting, fees, interfaces to OFAC/GL/DDA), define and execute full system QA test, deploy configuration changes, train end users, support customer through acceptance test, go-live and post-live phases
- Define test scenarios and test cases, with detailed input and expected output (documents, accounting, fees, payments, interfaces to other applications)
- Execute test cases (entering into application) and validate output against expectations
- Report software defects into tracking tool and validate fixes. Coordinate with others as needed on the test team toward test plan goals and timeframes
- Assist in software implementation and training at client site and remotely
- Pre-sales support: present and demo trade services products, respond to product questions Trade Finance Product Knowledge
- Desirable - knowledge of bank trade services products l/c, guarantees, standby, collections, presentations, negotiations and payments, from an input and processing perspective
- Desirable - knowledge in L/C accounting, SWIFT inbound/outbound messages (MT7XX, MT4XX,
MT1XX, MT2XX), OFAC compliance, GL/DDA/Nostro settlement, credit limits
- Desirable - knowledge in relevant regulatory rules
Technical Capability
- Executes test cases and researches customer reported software issues, by entering input and checking output in test system by drilling down using inquiries, SQL queries, reports, logs, etc. to isolate and resolve issue or report defect details to technical team
- Proficiency in Microsoft Office products Word, Excel, Powerpoint, Project, and Webex
- Knows SQL for ad-hoc query to database
- Desirable - installation and modification to Websphere, Weblogic, SQL Server, Oracle
- Desirable - working knowledge of java, C or any object oriented programming languages (for scripting)
- Desirable - IT infrastructure (hardware, software, networks)Personal Characteristics
- Customer facing position, must have excellent interpersonal skills and oral/written English skills; Spanish desirable
- Enjoys problem solving by digging deep and exploring alternative solutions
- Enjoys defining technically and economically feasible solutions that satisfy customer needs and promote product marketability
- Positive attitude and team player
- Able to train users on product
- If needed, travel one week at a time, up to several times in a year
- Self-starter, self-motivated, works well independently with minimal supervision
- Working more than 40 hours per week is typical
Education and Experience
- Bachelor's degree required, in business, economics, accounting, computer science or related
- Trade services operations exposure, either as a specialist in a bank or as a vendor consulting into banks
- Experience with market products or in-house bank trade finance systems a huge plus

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