Customer Support Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Swift Full time

About the Role

We are seeking a highly skilled Technical Customer Support Engineer to join our global Customer Support Delivery Organization at Swift. As a key member of our team, you will be responsible for providing technical support to our customers worldwide, assisting them in resolving their Swift operational challenges.

Key Responsibilities

  • Provide technical support to customers via web-cases, phone, and email
  • Work with customers to identify and resolve issues, taking ownership of cases from start to finish
  • Collaborate with internal teams to ensure seamless support and resolution of customer issues
  • Develop and maintain in-depth knowledge of the Swift product suite, including the Swift Secured Network, Swift Messaging services, and Swift Software suite
  • Participate in service and product improvement projects, driving project deliverables and contributing to the development of new features and enhancements
  • Travel to customers to deliver professional services and build strong relationships with key stakeholders

Requirements

  • Bachelor's or Master's degree in IT, Engineering, Computer Science, or a related field
  • Fluent English and Japanese language skills, with excellent written and verbal communication skills
  • 5-10 years of experience in a technical customer support environment, preferably in Financial Services or Banking
  • Working knowledge of change management applications, such as JIRA, Ant, Hudson, or Jenkins Tools
  • Strong technical skills, including TCP/IP protocol, technical implementation, SSO, RADIUS, LDAP integration, Windows, Linux, and/or RHEL administration, Oracle databases, MQ series, and/or IBM WebSphere, and Java, XML, and SQL knowledge

What We Offer

  • A competitive salary and benefits package
  • Opportunities for career growth and professional development
  • A dynamic and supportive work environment
  • The chance to work with a global team and contribute to the success of a leading financial services company

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