Senior Customer Engineer

Hong Kong, Hong Kong
Jan 28, 2023
Feb 12, 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
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:
  • 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
  • Resolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLA
  • Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant teams
  • Manage client relationships from an operational and technical perspective by working with SWIFT service managers

    Continuous Improvement and Projects
  • 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.
  • Produce and control the quality of internal and external training material, problem management procedures and on-line documented solutions.
  • Plan, deliver and implement service improvement projects.
  • Provide implementation and training services, health checks, troubleshooting and consultancy to customers/partners when needed
  • Provide technical support to Sales teams by participating in validation of proposals when needed
  • Provide guidance and technical/product knowledge sharing to team members
What will make you successful:
  • A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent
  • 8 years and above experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
  • Fluent in English in both written and spoken communications. Any other major Asian language is an asset
  • Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
  • Rotations for weekends/public holidays with leave & pay compensations
You will have an extra gear if you can provide :
Technical certifications or proven skills in any of the following fields:
  • 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
You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below :

Kristina LI - Customer Support Manager
Wendy Chan - Customer Support Manager
Polly Ip , Talent Acquisition Specialist, APAC

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. 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.
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