Customer Support Engineer - Japanese speaking

SWIFT; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading financial messaging service provider is seeking a technical customer support professional based in Kuala Lumpur. The candidate will be responsible for addressing customer queries, troubleshooting issues, and enhancing customer satisfaction. Applicants should possess a Master or Bachelor degree in IT/Engineering, fluency in both English and Japanese, and 5-10 years of relevant experience. This dynamic role includes opportunities for travel and participation in improvement projects within a diverse and inclusive work environment.

Benefits

Competitive package

Career control

Diverse and inclusive environment

Qualifications

• 5-10 years of experience in a technical customer support environment.
• Working knowledge of TCP/IP protocol and its implementations.
• Experience with administration of Windows, Linux, or RHEL.

Responsibilities

• Answer customers’ queries through web-cases.
• Establish the root cause of problems and provide end-to-end service support.
• Build and maintain customer relationships to increase satisfaction.
• Participate in service and product improvement projects.

Skills

Fluent in English and Japanese

Technical customer support

Communication skills

Knowledge of TCP/IP protocol

Experience with change management applications

User or Administrator of SAP

Java, XML, SQL knowledge

Education

Master or Bachelor degree in IT/Engineering/Computer Science

Tools

JIRA

Oracle databases

Linux

IBM WebSphere

Job description

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

You will 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.

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
• 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 Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job
• 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

What will make you successful

• 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 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 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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.