Technical Customer Support (IT)
S.W.I.F.T.
- Company Industries：Financial Services
Job Information
- Post Date：2022-05-25
- Career Level：Middle
- Location：Ngau Tau Kok
- Yr(s) of Exp：4 years
- Qualification：Degree
- Employment Type：Full Time, Permanent
- Job Function：Information Technology (IT) Application Specialist - Software Support Technical / Functional Co
- Benefits：Dental insurance, Housing allowance, Life insurance, Medical insurance, Overtime pay, Performance bonus, Work from home, Five-da
Job Description
In this role you 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 such as 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 peer- colleagues.
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
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 communication skills, both written and spoken
Any other major Asian language is an asset
4-10 years experience in technical customer support (candidate with less experience can be considered as Junior Customer Engineer)
Experience in similar support environment in Financial Services, Banking or related
Technical certifications in any of the following fields will be asset:
SWIFT software suite (SWIFTNet, Alliance portfolio and messaging solutions)
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
Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
Company Info
Who we are
SWIFT is a global member-owned cooperative and the world’s leading provider of secure financial messaging, standards and product & services to over 11,000 banking and securities organization in 215 countries and territories.
SWIFT is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country.
Joining SWIFT gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you’ll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the
world.
SWIFT is unique. There is no other organization like ours in the world driving the long-term future of the financial ecosystem. You’ll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive
environment.
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