Associate Global Customer Engineer
In line with Division objectives and under instructions and control of a more senior engineer, to resolve a limited range of administrative, technical and/or business related queries and problems on SWIFT's product/service portfolio to internal/external customers and/or vendors as per or above performance targets.We are looking for a customer focused and passionate team player to join our Interfaces – Product Based Team in Customer Support!
In this role you assist our customers around the world to solve their SWIFT operational challenges on a daily basis.
You must be technically minded and willing to acquire in depth understanding of the entire SWIFT product suite used by our customers: FinTech companies, Banks, and Corporates across the globe.
Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, that’s why our ideal candidate is a team-player and has excellent communication skills.
We work with an Agile mindset where change is part of our daily life, so we expect you to adapt fast and be a promoter of continuous improvement in our services and products. You must also be able to think swiftly and analytically in case of crisis and incidents, inspiring confidence to our customers and peer- colleagues.
Key Responsibilities
- Resolve and report on customer queries and problems of medium to large complexity.
- Troubleshoot and quickly diagnose medium to complex problems in accordance with applicable Service Level Agreements (SLAs)/key performance indicators and propose measures to prevent recurrence.
- Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/management.
- Provide support on all technical problems within own area of expertise.
- Work with the customers/partners to establish the root cause of problems and provide end-to-end service support.
- Continuously pursue opportunities to improve working methodologies and propose/implement necessary changes.
- Perform problem analysis, generate KCS articles and participate during specification definition to increase supportability, usability of products and decrease product complexity.
- Under the guidance of a coach, produce and contribute to both internal and external training material, problem management procedures and on-line documented solutions.
- Maintain client relationships. from an operational and technical angle by establishing close working relationships with key contacts in the client's organization, the SWIFT service managers and account managers.
- Serve as regional representative for global projects and virtual teams as necessary.
What will make you successful?
Professional skills & competencies
- Autonomous, driven, with strong ability to quickly adapt and respond to change.
- Customer oriented and quality mind set – we continually strive to deliver true customer value.
- Open-minded, solutions oriented, and a true team player – gaining energy through collaboration with others.
Technical skills & knowledge
- Excellent problem solving and communication skills.
- Foundation in basic computing, networking skills and fundamentals.
- Hands on experience with Windows/Linux/UNIX OS environments.
- Ability to diagnose and troubleshoot technical issues.
- Proficiency in Microsoft Office Suite.
Language: English proficiency. Fluent in Spanish (spoken and written) is a plus.
Education: University degree in IT/Engineering or equivalent
Experience: 0-2 years of experience in a similar position