- 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
- Regular office hours
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
- A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent
- Abe to speak/read/write in English and Japanese
- 4- 8 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
- Fluent in English and Japanese in both written and spoken communications (JLPT level 1)
- Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
- Windows, Linux, and/or Rhel administration
- TCP/IP protocol and technical implementation (such as NAT, routing)
- Swift software suite (SwiftNet, Alliance portfolio and messaging solutions)
- SSO, RADIUS, LDAP integration with applications
- Oracle databases, MQ series and/or IBM WebSphere
- User or Administrator of SAP, SalesForce, ServiceNow.
- Java, XML and SQL knowledge
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Helpdesk Support Engineer - Tokyo, 日本 - Swift
説明
About the Role
In line with Division objectives and under instructions and coaching of a manager (1) to resolve and prevent technical and/or business related queries and problems of medium to large complexity for SWIFTS's product/service portfolio to internal/external clients and/or vendors as per or above performance targets and (2) to deliver independently on the revenue generating service packages as per revenue targets.What to expect:
What will make you successful:
You will have an extra gear if you can provide :
Technical certifications or proven skills in any of the following fields -
For more info on the role, you may reach to the
Recruiter for this role, Sobasri Sinaiah Apac Senior Talent Acquisition Specialist
Hiring Manager for this role, Wendy Chan Manager Key Client Support, Asia Pacific Region
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.
