Our client, a mnc in the BFSI is looking for a Senior Customer Engineer.
In this role you assist our customers around the world to solve the organisation’s operational challenges daily. As the organisation supports a wealth of products and services, Intelligent Swarming for employees are used to maintain end-to-end expertise. Operating in a KCS (Knowledge Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job.
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 Swift service managers.
• Assist managers/senior engineers to analyse 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

What will make you successful:

• A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent
• 8 years and above experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
• 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 compensation.
• Swift software suite (Swift Net, Alliance portfolio and messaging solutions) is a plus
• 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 Web Sphere
• User or Administrator of SAP, Sales Force, Service Now.
• Java, XML and SQL knowledge
• Local and based in Malaysia

Job Types: Full-time, Permanent
Pay: RM8,000.00 - RM11,000.00 per month
Benefits:

• Cell phone reimbursement
• Dental insurance
• Free parking
• Gym membership
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Supplemental Pay:

• 13th month salary
• Performance bonus
• Yearly bonus

Application Question(s):

• Java, XML and SQL knowledge
• 8 Years Experience in technical customer support environment / Financial Services / Banking or similar
• Working knowledge with applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
• 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 Web Sphere
• User or Administrator of SAP, Sales Force, Service Now

Location:

• Kuala Lumpur (Preferred)