Senior Customer Engineer

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy. 

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.   

What to expect:

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

What will make you successful:

• Bachelor’s degree in Business, Computer Science, or related field.

• 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

• Strong problem-solving skills and attention to detail.

• Excellent communication and interpersonal skills.

• Ability to work collaboratively in a team environment.

• Familiarity with customer support tools and software is a plus.

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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.