Customer Support Specialist

1 month ago

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

About the Role

We are seeking a skilled Technical Customer Support Engineer to join our global Customer Support Delivery Organization, within Swift Operations, based in Kuala Lumpur/Hong Kong. In this role, you will assist our customers worldwide to resolve their Swift operational challenges on a daily basis.

You will work with an Agile mindset, where change is part of our daily life, and be expected to adapt fast and promote continuous improvement in our services and products. You must also be able to think swiftly and analytically in case of crisis and incidents, inspiring confidence to our customers and peer-colleagues.

Key Responsibilities:

  • Provide support to Swift product and services within the area of expertise of your team: the Swift Secured Network used for international transactions, Swift Messaging services, Swift Software suite, and the many services we offer to our community.
  • Answer customers' queries interacting mainly 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.
  • Build and maintain customer relationships and increase customer satisfaction by performing checks of their operational environment and giving recommendations for improvement.
  • Travel to customers to deliver professional services on a case-by-case basis.
  • Participate in service and products improvement projects and drive project deliverables on a case-by-case basis.

Requirements:

  • A Master or Bachelor degree in IT/Engineering/Computer Science or equivalent.
  • Fluent English and Japanese; written and spoken communication skills.
  • 5-10 years experience in a technical customer support environment, in Financial Services, Banking or similar will be an asset.
  • Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools).
  • Rotations for weekends/public holidays with leave & pay compensation.
  • TCP/IP protocol and technical implementation (such as NAT, routing).
  • SSO, RADIUS, LDAP integration with applications.
  • Windows, Linux, and/or Rhel administration.
  • Oracle databases, MQ series and/or IBM WebSphere.
  • User or Administrator of SAP, SalesForce, ServiceNow.
  • Java, XML and SQL knowledge.

What We Offer:

  • We put you in control of your 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 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.

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