Customer Engineer

About the Role

In line with Division objectives and under instructions and coaching of a manager, to resolve and prevent technical and/or business-related queries and problems of medium to large complexity for Swift's product/service portfolio to internal/external clients and/or vendors as per or above performance targets and to deliver independently on the revenue generating service packages as per revenue targets.

What to expect:

• Answer customers’ queries interacting manly through web-cases

• Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases

• Resolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLA

• Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant teams

• Manage client relationships from an operational and technical perspective by working with Swift service managers

• Regular office hours Continuous Improvement and Projects

• Assist managers/senior engineers to analyze root causes of problems, generate Knowledge Base tips and propose new specifications to increase supportability, usability of products and decrease product complexity.

• Produce and control the quality of internal and external training material, problem management procedures and on-line documented solutions.

• Plan, deliver and implement service improvement projects.

• Provide implementation and training services, health checks, troubleshooting and consultancy to customers/partners when needed

• Provide technical support to Sales teams by participating in validation of proposals when needed

What will make you successful:

• A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent

• 4- 8 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset

• Fluent in English and Japanese in both written and spoken communications (JLPT level 1)

• Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)

• Windows, Linux, and/or Rhel administration

• TCP/IP protocol and technical implementation (such as NAT, routing)
  
   

You will have an extra gear if you can provide :

Technical certifications or proven skills in any of the following fields -

• Swift software suite (SwiftNet, Alliance portfolio and messaging solutions)

• SSO, RADIUS, LDAP integration with applications

• Oracle databases, MQ series and/or IBM WebSphere

• User or Administrator of SAP, SalesForce, ServiceNow.

• Java, XML and SQL knowledge

For more info on the role, you may reach to the

R ecruiter for this role, Sobasri Sinaiah Apac Senior Talent Acquisition Specialist

Hiring Manager for this role, Wendy Chan Manager Key Client Support, Asia Pacific Region

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.

About Us

Swift doesn’t stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now. 

Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country.

We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too — an impact that matters every day. Which is why you matter to us.

Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you’ll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world. 

Swift is unique. There is no other organisation like ours in the world driving the long-term future of the financial ecosystem. You’ll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive environment. 

At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day.

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