(Senior) Technical Customer Engineer, Perm, MNC Payment Services

What to expect:

• Answer customers’ queries interacting manly through web-cases 
• Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases
• Resolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLA
• Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant teams
• Manage client relationships from an operational and technical perspective by working with different service managers

Continuous Improvement and Projects

• Assist 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 needed
• Provide technical support to Sales teams by participating in validation of proposals when needed
• Provide guidance and technical/product knowledge sharing to team members (For Senior Customer Engineer only)

What will make you successful:

• A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent
• Experience in a technical customer support environment, in Financial Services, Banking or similar will be asset (more experience will be considered as Senior Customer Engineer)
• Fluent in English in both written and spoken communications. Any other major Asian language is an asset 
• Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
• Rotations for weekends/public holidays with leave & pay compensations

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)
• TCP/IP protocol and technical implementation (such as NAT, routing)
• SSO, RADIUS, LDAP integration with applications
• Windows, Linux, and/or Rhel administration
• Oracle databases, MQ series and/or IBM WebSphere
• User or Administrator of SAP, SalesForce, ServiceNow.
• Java, XML and SQL knowledge