We are looking for a bright Customer Technical Support Engineer to join our global Customer Support based in Hong Kong. The role is to assist our customers around the world to solve their SWIFT operational challenges on a daily basis.

You must be technically minded and willing to acquire in depth understanding of the entire SWIFT product suite used by our customers: FinTech companies, Banks, and Corporates across the globe.

Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, that’s 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 colleagues.

Your main tasks will be:

• 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 onsite checks of their operational environment and giving recommendations for improvement 
• Travel to customers to deliver professional services 
• Participate in service and products improvement projects and drive project deliverables
  

Requirements:

 A Master or Bachelor degree in IT/Engineering/Computer Science or equivalent. 

• Strong Mandarin & English written and spoken communication skills
• Experience in a technical customer support environment or in Financial Services, Banking or similar

• Welcome IANG holders with native Mandarin and fluent English

• Candidate with more experience will be considered as Senior Customer Engineer

An advantage if you can possess technical skills:

• SWIFT software suite (SWIFTNet, Alliance portfolio and platform, SWIFT messaging solutions) 
• TCP/IP protocol and technical implementation (such as NAT, routing) 
• SSO, RADIUS, LDAP integration with applications 
• Windows, Unix , Linux, AIX, Solaris, Rhel administration 
• Oracle databases, MQ series and/or IBM WebSphere 
• User or Administrator of SAP, SalesForce, ServiceNow 
• Java, XML and SQL knowledge
• Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
• Development & versioning experience using tools such as Git, Subversion