Technical Customer Success Engineer Technical Customer Success Engineer …

à Tokyo, Tōkyō, Japon
CDI, Plein-temps
Soyez parmi les premiers à postuler
à Tokyo, Tōkyō, Japon
CDI, Plein-temps
Soyez parmi les premiers à postuler
Technical Customer Success Engineer
About the Role
SWIFT Asia Pacific is looking for an ambitious individual to join Technical Customer Success Office in Tokyo as a Technical Customer Success Engineer assisting the team of Service Managers to ensure uplifting operational experience of key customers in the region.
Technical Customer Success Office works hand in hand with APAC regional Service Managers to bring personalized advocacy and guidance to proactively keep customers' SWIFT environment operationally efficient and in line with SWIFT best practices. In order to deliver preventive, proactive and reactive services to the highest standard, collaboration will also be required with Account Managers, Experts within Support and Product teams, Operations and Command Centre, as well as other teams both at regional and global level. The role allows high growth possibilities to evolve into a Service Management role or other positions within SWIFT at Tokyo

What to expect:
  • Assist Service Managers to deliver Premium Plus Support service as detailed in the Advanced Support and Care Services Catalogue
  • Ensure (third line of) back-up for Service Managers
  • Assist Service Managers with customer case reviews, analyses, follow-up and escalations
  • Perform remote access testing with customers to ensure immediate customer support when required
  • Attend customer meetings along with Service Managers when required
  • Build regional APAC ownership of Health Checks, Troubleshooting Course, Reporting and Documentation in terms of maintenance and delivery to customers
  • Deliver Care services as per Advanced Support and Care Services Catalogue
  • Promote and propose change in customers' SWIFT environment for resilience and optimization of their use of products and services
  • Work on project basis to enhance Service Management tools and processes along with global teams
  • Manage Service Management process documentation and monitor process conformance
  • Work towards creating innovative ideas to enhance Service Management practice
  • Support continuous improvement on Advanced Support and Care services portfolio
What will make you successful:
  • University degree in Computer Science or IT related fields, or equivalent experience
  • 4-7 years' experience within the area of technical support and/or operations
  • Fluent in English (TOEIC 800) and Japanese (N1/N2 proficiency)
  • Excellent communication, coordination and planning skills
  • Strong analytical and problem solving skills
  • High attention to detail
  • Technical skillsets on operating systems, servers, and networking
  • Ability to work under pressure at customer location
  • Willing to travel
  • A team player, willing to work in a multicultural environment
  • Taking responsibility for the work done
Extra assets / advantages
  • Other major APAC language
  • Good knowledge of Windows Server, AIX or Linux
  • Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Knowledge of Perl, Java, XML, Bash, JIRA is an asset
  • Knowledge of database and security technologies
  • Knowledge of Alliance interfaces
  • Certification/Knowledge such as ITIL, COBIT, TIPA, ITSM, and ISO9002
You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below :

Keiko EVERAERT , Key Client Service Manager
Polly Ip - APAC recruiter

What we offer

We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself

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. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.
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