Customer Engineer - Japanese Speaking

  • Negotiable
  • Tokyo, Tōkyō, Japan Tokyo Tōkyō JP
  • Festanstellung, Vollzeit
  • S.W.I.F.T. s.c.r.l.
  • 21 Jun 18 2018-06-21

SWIFT Asia Pacific is looking for an ambitious individual to be part of a team performing Customer Support, Technical delivery services and Service Management in Japan. This unique role allows the chosen individual to engage customers from multiple perspectives, including call & problem management, delivery activities and service management to address the growing needs of the local financial services community in relation to SWIFT.

Responsibilities

Call and Problem Management:

  • Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it
  • Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/services

Service Management and Delivery Activities:

  • Participate in consulting projects and deliver SWIFT applications implementation service at customer site
  • Perform project management role for selected projects
  • Promote and propose change in the customer environment for resilience and optimization of their use of SWIFT products and services.
  • Contribute to the team activities (regular meetings, knowledge transfer sessions)
  • Identify and drive process and tool improvements
  • Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement.
  • Provide technical support to the commercial staff by participating in technical reviews and giving product presentations and demos

Requirements

  • University degree in Computer Science or IT related fields, or equivalent experience
  • 5 years’ experience in systems development, finance/banking systems or operations
  • Good knowledge in various Operating Systems (Windows Server, AIX or Linux), networking technologies (TCP/IP based, including routers, VPN, firewalls, etc.), understanding of Java technology and modern integration techniques and technologies

Experience in one or more of the following would be advantageous:

  • Knowledge in SWIFT products, services and solutions
  • Experience in market infrastructure (i.e., central bank, stock exchange, clearing house, central securities depository, etc.) systems or operations
  • Project experience with commercial background and customer interaction
  • Knowledge of Perl, Java, XML, Bash, JIRA
  • Knowledge of database and security technologies
  • Certification on ITIL
  • Fluent in English and Japanese; fluency in other Asian languages will be an advantage
  • Strong analytical skills
  • Excellent communication, coordination and planning skills
  • Ability to work under pressure at customer location
  • A team player, willing to work in a multicultural environment
  • Willing to travel