Customer Support Engineer

About the RoleIn 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.Education

University degree in IT/Engineering or equivalent

Experience

4-8 years of experience in a similar position in the same area, of which 1 year within the SWIFT environment and with customer interaction and exposure

DomainsKey Responsibilities

01 . Resolve and report on customer/vendor complex and mission critical problems, troubleshoot and quickly diagnose complex problems in accordance with the service level agreement/key performance indicators, communicate on progress internally and implement measures to prevent recurrence. Produce customer incident/problem reports and handle customer complaints mostly independently.

02 . Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant centre of expertise and act as a coach and role model for less senior colleagues.

03 . Provide revenue generating implementation and training services, health checks, troubleshooting and consultancy services at customer/ vendor/partner site with complex requirements.

04 . Continuous Improvement. Responsible to assist manager and other senior level staff in continuously improving the working environment, run problem solving and deep dive sessions independently and propose/implement necessary changes. Analyse root causes of problems, generate and/or approve Knowledge Base tips and propose new specifications to increase supportability, usability of products and decrease product complexity.

05 . Produce and Control the quality of both internal and external training material, problem management procedures and on-line documented solutions.

06 . Provide specialist technical support to the commercial divisions by participating in more complex commercial activities and validation of proposals. May oversee/design commercial campaign activities (telemarketing and telesales, generation of leads, proposal of new services such as specialized training or customized support services).

07 . Manage client relationships from an operational and technical perspective by establishing a close working relationships with key contacts in the client's organisation, the SWIFT service manager and the SWIFT account manager.

08 . Plan, deliver and implement medium to large service improvement projects in own area of expertise. Projects may involve input from other specialists from own or other divisions

Competency Profile

01. Takes Accountab. for Delivering Results
Decides on and pursues the best course of action to deliver results following in-depth analyses of relevant issues and conflicting factors and after assessing foreseeable risks; follows through to ensure delivery and closure or escalates as needed.

02. Demonstrates Operational Excellence
Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy

03. Expands knowledge
Continually extends specialist knowledge as a means of anticipating and preparing for changes in the business; uses a variety of methods and opportunities to learn and to exchange knowledge; encourages and facilitates development of others.

04. Bus Understanding and Commercial Sense
Applies understanding of how own division adds value to the business; uses knowledge of financial and business principles to deliver cost-effective solutions; adapts quickly to changes in the market, the industry and the organisation while upholding standards.

05. Builds and reinforces cust relationships
Strengthens relationships by taking every opportunity to listen and respond to customers and adapt solutions to meet their needs; demonstrates and encourages customer focus in all relationships and activities.

06. Leads with a team focus
Encourages effective team working within and across the department; respects diversity and recognises contributions from colleagues; coaches and leverages others to achieve goals; leads by example and through constant demonstration of SWIFT values.

07. Communicates effectively
Communicates effectively across a wide range of practical or theoretical issues ; modifies communication style to optimise understanding by others; clarifies applicable goals, objectives and business situations; acknowledges and respects other views.

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, sexual orientation, or veteran/military status.