Support Analyst

Bottomline; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading global payments company is seeking a Support Analyst in Singapore to enhance customer satisfaction through technical issue troubleshooting and feedback. The candidate should have a degree in IT or Engineering, with 2-4 years of relevant experience and proficiency in Linux and SQL. The role requires strong analytical skills and the ability to manage multiple cases effectively in a dynamic, customer-focused environment.

Qualifications

• 2 to 4 years' experience in a similar support role.
• ITIL 4 foundation certification is a plus.
• Experience in a Fintech environment is advantageous.

Responsibilities

• Analyse and reproduce issues within products.
• Deliver quality technical directives.
• Track and update cases in the ITSM system.

Skills

Analytical thinking

Problem-solving

Customer service orientation

Multi-tasking

Communication skills

Education

University Degree in IT or Engineering

Tools

Linux OS

SalesForce or similar ITSM tool

SQL

Job description

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 30 years of experience and moving more than $10 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Position: Support Analyst

Department: Financial Messaging - Service Desk
Location: Singapore
Reporting to: FM Head Of Support

Job Overview

The Support Analyst will have a key role in Customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, and other duties related to our software solutions and platforms.

Responsibilities and Duties

• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives
• Follow-up, resolve or escalates cases using ITIL procedures
• Track, describe and update cases in our ITSM management system
• Communicate clearly with the different internal, third party, and client teams
• Manage multiple cases in parallel
• Be part of the 24/7 OnCall rota

Formal Education & Certification

• University Degree in IT or equivalent such as Engineering school and between 2 to 4 years' experience in a similar role.

Knowledge & Experience

• Experience with Linux machine operating systems
• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
• Experience with Knowledge base management using KCS methodology
• Proficiency of SQL queries
• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• To be rigorous, methodical, and organised.
• Sense of responsibility appropriate to the banking industry.
• Exceptional oral and written communication skills.
• Highly self-motivated and directed.
• Multi-tasking abilities.

Languages

It is required to be fluent in English. Any other languages will be a plus.

Only the applications matching the required skills will be taken into consideration.