Job Description

About the Role

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?

• Degree in any IT discipline or Engineering with IT as major or equivalent.
• Willing to work in 24/7 shift rotation (Weekday & Weekend).
• 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.
• In Cloud and Connectivity solutions, nice to have.
• 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.

For more information please reach out to the following recruiter:

• Victor Ooi - Recruiter for the role.
• Aisyah Normadi - Recruiter for the role.

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.

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