Job vacancy Customer Service Engineer

• Answer customer's 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 Swift service managers
• Assist managers/senior engineers to analyse root causes of problems, generate Knowledge Base tips and propose new specifications to increase supportable, 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
• Regular working hours

The Successful Applicant

A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent
* 4- 8 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
* Fluent in English and Japanese in both written and spoken communications (JLPT level 1)
* Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
* Windows, Linux, and/or Rhel administration
* TCP/IP protocol and technical implementation (such as NAT, routing)

What's on Offer

• Great Learning opportunity
• Exposure to working with counterparts internationally
• Opportunity to be part of a globally renowned organisation

ContactJessie GanQuote job refJN-042024-6384021Phone number+60 3 2302 4031

16 Aug, 2024 (78 days left)