Job Description

Who are we?

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

What will you contribute?
The Technical Support Representative will be part of a team that resolves technical queries from customers via telephone, email and remote support for our suite of FinTech software products. This role is based at our Bangor (North Wales) site.

Responsibilities & Deliverables:

Your deliverables as a Technical Support Representative will include, but are not limited to, the following:

• IT problem solving
• Dealing with customer IT queries as part of the support team.
• Ensuring that customers are dealt with in a polite and professional manner
• Advise customer about best practice and how to use the system most effectively for their business needs.
• Working to defined timescales and SLAs.
• Liaise with other team members and customers.
• Liaise with development/management.
• Build an in-depth knowledge of existing products and services, as well as new services once delivered.
• Maintain excellent record keeping.
• Assisting the team as necessary with other ad hoc work.
• Understand and follow company procedures and policies.

Required Experience/Attributes:

• Excellent IT skills.
• Experience in customer support services.
• Excellent communication and telephony skills.
• Ability to meet targets and reach deadlines.
• Ability to understand client requirements.
• Attention to detail.
• Good level of general education, Diploma/certificate level or equivalent in an IT related subject desirable.
• Must be friendly, helpful and able to impart information in a clear and effective manner.
• Must be a team player with a professional working attitude
• A desire to learn, to improve and to achieve required objectives

Working hours

• These working hours are the current support hours, they might be subject to change in the future.
• Monday – Friday, shifts covering support hours from 08:00 -22:00

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:

Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.

Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*

Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.

Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.

Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

*Specific benefits may vary by location.

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.

Be unique. Be exceptional. Help us make a difference at Finastra.