About the Role

We are looking for a forward-thinking Technical Customer Support Engineer to join our global Customer Support Delivery organisation based in Kuala Lumpur, Malaysia.

In this role you will assist our customers around the world to solve their Swift operational challenges daily.

You must be technically sound, curiosity minded, and willing to acquire in depth understanding of the entire Swift product suite used by our customers: FinTech companies, 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 approach where change is part of our daily operations so we expect you to be flexible, 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:

• Provide support through phone and web-case to answer inquiries and resolve technical problems.
• Work with customers to establish the root cause of problems.
• Generate knowledge articles and participate during specifications definition to increase supportability, usability of products and decrease product complexity.
• Provide support to wider divisions within the company by providing product presentations and demos.
• 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 projects.

What will make you successful?

• Willingness to work in shifts, weekends, weekdays and/or on-call supporting APAC, EMEA and AM customers.
• Degree in any IT discipline or Engineering with IT as major or equivalent.
• Excellent communication skills, fluency in English written and spoken.
• Profound attention to details, strong analytical and troubleshooting skills to support critical applications and services.
• Strong drive to solve problems - cherishes achievements by solving unique and complex problems.
• A desire to learn and progress through our extensive product range and service offering.
• Great teammate, 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 (AGILE).
• Having customer-service mind-set, as placing our customer at the centre of attention is the heart of customer experience.

Required Experience:

• In a technical customer support operation environment, experience in Financial Services and Banking systems would be an asset.
• Foundational knowledge in various Operating Systems (Windows, Unix, 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 constraint.

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 platform, Swift's messaging solutions) - as you are encouraged to develop knowledge.
• Swift Products - Alliance Access, Gateway, Lite2, Cloud is a plus point.
• In Cloud technology and Connectivity solutions would be an added advantage.

              

              

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.