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:Answer customers’ queries interacting manly through web-casesWork with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your casesResolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLAMonitor the quality of the troubleshooting and diagnosis before escalation to the relevant teamsManage client relationships from an operational and technical perspective by working with Swift service managersRegular office hoursContinuous Improvement and ProjectsAssist 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 neededProvide technical support to Sales teams by participating in validation of proposals when neededWhat will make you successful:A Bachelor or Master degree in IT/Engineering/Computer Science or equivalentAbe to speak/read/write in English and Japanese4- 8 years experience in a technical customer support environment, in Financial Services, Banking or similar will be assetFluent 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 administrationTCP/IP protocol and technical implementation (such as NAT, routing)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)SSO, RADIUS, LDAP integration with applicationsOracle databases, MQ series and/or IBM WebSphereUser or Administrator of SAP, SalesForce, ServiceNow.Java, XML and SQL knowledgeFor more info on the role, you may reach to theRecruiter for this role, Apac Senior Talent Acquisition SpecialistHiring Manager for this role, Manager Key Client Support, Asia Pacific RegionWhat we offerWe 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.
