Technical Support Engineer - EMEA shift

What to expect

Key responsibilities:

• Provide support through phone and web-case to answer inquiries and resolve technical problems.

• Work with customers to determine the root cause of problems.

• Generate knowledge articles to deflect known issues and participate during specifications definition to increase supportability and usability of products by decreasing product complexity.

• Update and control the quality of internal training material, problem management procedures and on-line documented solutions.

• Participate in service and products improvement projects and drive project deliverables.

What will make you successful?

• Capable and flexible in shift rotation or permanent environment covering APAC/EMEA/US time zones.

• Excellent communication skills, fluency in English written and spoken.

• Profound attention to detail, strong analytical and troubleshooting skills to support mission critical applications and service.

• Strong drive to solve problems - you will enjoy 'rolling up your sleeves' and getting involved.

• A desire to learn and progress through our extensive product range and service offering.

• Team player, willing to work in a multicultural environment.

• Autonomous, driven, self-aware, flexible, and open-minded, with strong ability to quickly adapt and respond to changes.

• Having customer-service mindset, placing our customer at the centre of attention is the heart of customer experience.

Experience:

• In a technical customer support operation environment, experience in Financial Services and Banking systems would be an asset.

• Foundational knowledge in Operating Systems (Windows or Linux) adds advantage.

• Beginner knowledge in Networking protocol (TCP/IP (such as NAT, routing), Routers, VPN and Firewalls).

• Ability to work independently and stress resistant due to business criticality and time constrain.

You will have an edge if you have:

• Technical certifications or proven skills in any of the following fields:

  • Familiarity with Swift Interfaces, Products and Services will be an asset (SwiftNet, Alliance portfolio and platform, Swift's messaging solutions) as you are expected to develop knowledge.

  • Swift Products - Alliance Access, Gateway, Lite2 is a plus point.

• In Cloud and Connectivity solutions would be an added advantage.