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

Recruit Logic Hong Kong
Posted 3 days ago Hybrid Permanent HK$35k - HK$60k
K
Posted by
Ken Lam
Recruiter
My client is an MNC with well-known cross-border payment services. They are now looking for (Senior) Customer Engineers for their global operation. Expecting candidates with good English communication, as well as SQL/ Unix/ Linux/Windows OS experience.

 

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
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