Job Description

About the Role What will you do?
You will provide support to SWIFT product and services within the area of expertise of your team in this position the "Cloud" team: the SWIFT Secured Network used for international transactions, SWIFT Messaging services, SWIFT Software suite, and the many services and solutions we offer to our community.

As SWIFT supports a wealth of products and services, we use Intelligent Swarming for employees to maintain end-to-end expertise. We operate in a KCS (Knowledge-Centered Service) fashion: Sharing your solutions with customers and colleagues will be an important part of your job.

What we are looking?
We are currently seeking a dedicated and customer-centric communicator to join the team as a Technical Customer Engineer. In this role, you will be working with our clients to ensure a high level of service is provided.

You will be making an impact with the company from the ground up, as you deliver on important problem resolution and stakeholder management via several support channels end-to-end till resolution.

This is what it takes
This job brings you to the heart of the SWIFT Financial community: FinTech companies, Banks, and Corporates across the globe. In this role, you assist our customers around the world to solve their SWIFT operational challenges on a daily basis and you work with colleagues from different locations and cultures.

As Technical Customer Engineer, you must be technically perceptive and willing to acquire in depth understanding of the entire SWIFT product suite used by our customers: Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, that\xe2\x80\x99s why our ideal candidate is a team-player and has excellent communication skills. We work with an AGILE mindset where change is part of our daily life, so we expect you to adapt fast and be a promoter of 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.

What to expect:

Analyse, report on customer situations and provide support through phone and web-case to resolve inquiries and technical problems.

Work with customer to establish the root cause of problems, retaining ownership of a case through resolving it individually or escalating.

Investigate together with internal parties, to establish the root cause of problems reported and provide end-to-end support, by retaining ownership of your cases.

Participate in continuously improving sessions to enhance working environment, participate in problem solving and deep dive sessions and propose/implement necessary changes.

Generate KCS articles and participate during specifications definition to increase supportability, usability of products and decrease product complexity.

Provide support to wider divisions within the company by providing product presentations and demos.

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

Participate in service and products improvement projects and drive project deliverables.

Establish relationships with assigned customers to understand their IT environment and SWIFT setup.

What will make you successful?

A minimum of 6 years of relevant working experience in a technical support role or similar.

Degree in any IT discipline or Engineering with IT as major or equivalent.

Willing to work in shift. The team is operating 7 days a week to support USA and EMEA base client.

Excellent communication skills, fluency in English written and spoken.

Profound attention to detail, strong analytical and troubleshooting skills to support mission critical applications and service.

Strong drive to solve problems - you will enjoy \'rolling up your sleeves\' and getting involved.

A desire to learn and progress through our extensive product range and service offering.

Team player, willing to work in a multicultural environment.

Autonomous, driven, self-aware, flexible, and open-minded, with strong ability to quickly adapt and respond to changes (AGILE)

Having customer-service mind-set, as placing our customer at the centre of attention is the heart of CX.

Experience:

In a technical customer support operation environment, experience in Financial Services and Banking systems would be an asset.

Foundational knowledge in various Operating Systems (Windows, Unix, or Linux) adds advantage.

Beginner knowledge in Networking protocol (TCP/IP (such as NAT, routing), Routers, VPN and Firewalls).

Ability to work independently and stress resistant due to business criticality and time constrain.

You will have an edge if you have:

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

Familiarity with SWIFT Interfaces, Products and Services will be an asset (SWIFTNet, Alliance platform, SWIFT\'s messaging solutions) - as you are expected to develop knowledge.

SWIFT Products - Alliance Access, Gateway, Lite2 is a plus point.

In Cloud and Connectivity solutions would be an added advantage.

Additional

For more information please reach out to the following recruiter:
\xe2\x80\x93 Recruiter for the role. - Recruiter for the role.

What we offer

We give you the freedom to be yourself. We are creating an environment of unique individuals \xe2\x80\x93 like you \xe2\x80\x93 with different perspectives on the financial industry and the world. An environment in which everyone\xe2\x80\x99s 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.

SWIFT