Technical Support Engineer - EMEA shift
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.
Job Description
What to expect
Key responsibilities:
Provide support through phone and web-case to answer inquiries and resolve technical problems.
Work with customers to determine the root cause of problems.
Generate knowledge articles to deflect known issues and participate during specifications definition to increase supportability and usability of products by decreasing product complexity.
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 project deliverables.
What will make you successful?
Capable and flexible in shift rotation or permanent environment covering APAC/EMEA/US time zones.
Excellent communication skills, fluency in English written and spoken.
Profound attention to detail, strong analytical and troubleshooting skills to support mission critical applications and service.
Strong drive to solve problems - you will enjoy 'rolling up your sleeves' and getting involved.
A desire to learn and progress through our extensive product range and service offering.
Team player, 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.
Having customer-service mindset, placing our customer at the centre of attention is the heart of customer experience.
Experience:
In a technical customer support operation environment, experience in Financial Services and Banking systems would be an asset.
Foundational knowledge in Operating Systems (Windows 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 constrain.
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 portfolio and platform, Swift's messaging solutions) as you are expected to develop knowledge.
Swift Products - Alliance Access, Gateway, Lite2 is a plus point.
In Cloud and Connectivity solutions would be an added advantage.
What we offer
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.
We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [email protected] or indicate this in your application.
Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).
All requests are confidential and will not affect your candidacy.
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.