Senior Customer Engineer

SWIFT; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player seeks a skilled technical support professional to assist global clients in overcoming operational challenges. In this dynamic role, you will leverage your extensive experience to troubleshoot complex issues, enhance customer satisfaction, and contribute to service improvement initiatives. You will engage with various teams to provide training and guidance, ensuring the highest standards of support. Join a diverse and inclusive environment that values your unique contributions and empowers you to excel in your career while making a significant impact in the financial services sector.

Benefits

Competitive Salary

Career Development Opportunities

Flexible Work Environment

Paid Leave for Weekends/Public Holidays

Qualifications

• 8+ years in technical customer support in Financial Services or Banking.
• Fluent in English; knowledge of other Asian languages is a plus.

Responsibilities

• Resolve customer queries and manage client relationships.
• Produce training materials and implement service improvement projects.

Skills

Technical Customer Support

Problem Solving

Communication Skills

Change Management

Root Cause Analysis

Training and Consultancy

Education

Bachelor's Degree in IT/Engineering/Computer Science

Master's Degree in IT/Engineering/Computer Science

Tools

JIRA

Ant

Hudson

Jenkins

Oracle Databases

SAP

SalesForce

ServiceNow

Job description

About the Role
In this role you assist our customers around the world to solve their Swift operational challenges on a daily basis.

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.

What to expect:

1. Answer customers’ queries interacting mainly through web-cases.
2. 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.
3. Resolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLA.
4. Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant teams.
5. Manage client relationships from an operational and technical perspective by working with Swift service managers.
6. Assist managers/senior engineers to analyze root causes of problems, generate Knowledge Base tips and propose new specifications to increase supportability, usability of products and decrease product complexity.
7. Produce and control the quality of internal and external training material, problem management procedures and on-line documented solutions.
8. Plan, deliver and implement service improvement projects.
9. Provide implementation and training services, health checks, troubleshooting and consultancy to customers/partners when needed.
10. Provide technical support to Sales teams by participating in validation of proposals when needed.
11. Provide guidance and technical/product knowledge sharing to team members.

What will make you successful:

1. A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent.
2. 8 years and above experience in a technical customer support environment, in Financial Services, Banking or similar will be an asset.
3. Fluent in English in both written and spoken communications. Any other major Asian language is an asset.
4. Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools).
5. Rotations for weekends/public holidays with leave & pay compensation.
6. Swift software suite (SwiftNet, Alliance portfolio and messaging solutions).
7. TCP/IP protocol and technical implementation (such as NAT, routing).
8. SSO, RADIUS, LDAP integration with applications.
9. Windows, Linux, and/or Rhel administration.
10. Oracle databases, MQ series and/or IBM WebSphere.
11. User or Administrator of SAP, SalesForce, ServiceNow.
12. 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 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.