Customer Support Engineer

<h1><b>About the Role</b></h1>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.<p></p><p></p><p><b>Education</b></p><p></p><p>University degree in IT/Engineering or equivalent</p><p></p><h1><b>Experience</b></h1><p></p><p>2-4 years of experience in a similar position in the same area, of which 1 year within the SWIFT environment and with customer interaction and exposure</p><p></p><h1><b>Key Responsibilities</b></h1><p></p><p></p><p>01 . Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement(SLA)/key performance indicators and propose measures to prevent recurrence. Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/manager.</p><p>02 . Provide support on all technical problems within own area of expertise. Work with the <span><span>customer/vendor/partners</span></span> 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 - in accordance with the SLA.</p><p>03 . Provide revenue generating implementation and training services, health checks, troubleshooting and consultancy services at <span><span>customer/vendor/partner</span></span> site with medium requirements.</p><p>04 . Continuous Improvement. Contribute in continously improving the working environment, participate in problem solving and deep dive sessions and propose/implement necessary changes. Analyse root causes of problems, generate Knowledge Base tips and participate during specifications definition to increase supportability, usability of products and decrease product complexity.</p><p>05 . Under the guidance of a coach, produce and control the quality of both internal and external training material, problem management procedures and on-line documented solutions.</p><p>06 . Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. May provide commercial campaign activities (telemarketing and telesales, generation of leads).</p><p>07 . Maintain client relationships from an operational and technical perspective by establishing close working relationships with key contacts in the client's organization, the SWIFT service manager and the SWIFT account manager.</p><p>08 . Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects.</p><p></p><h1><b>Competency Profile</b></h1><p></p><p></p><p><b>01. Takes Accountab. for Delivering Results</b><br/>Makes choices and decisions based on established practices and precedents; delivers results by overcoming a range of obstacles and issues and where timing may be critical.</p><p><b>02. Demonstrates Operational Excellence</b><br/>Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy</p><p><b>03. Expands knowledge</b><br/>Expands own specialist knowledge and skills by taking ownership of own development; encourages colleagues to bring forward and share new ideas and alternative solutions; demonstrates openness to utilise new approaches.</p><p><b>04. Bus Understanding and Commercial Sense</b><br/>Applies understanding of how own division adds value to the business; uses knowledge of financial and business principles to deliver cost-effective solutions; adapts quickly to changes in the market, the industry and the organisation while upholding standards.</p><p><b>05. Builds and reinforces cust relationships</b><br/>Strengthens relationships by taking every opportunity to listen and respond to customers and adapt solutions to meet their needs; demonstrates and encourages customer focus in all relationships and activities.</p><p><b>06. Leads with a team focus</b><br/>Initiates effective co-operation and team working with others; provides support to new team members; appreciates style and background differences; demonstrates commitment to SWIFT values.</p><p><b>07. Communicates effectively</b><br/>Communicates effectively across a range of practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view.</p><p><span><span>              </span></span></p><p><span><span>              </span></span></p><h1><b>What we offer</b></h1><p></p><p><a href="http://www.swift.com/swift-resource/233771/download" rel="noopener noreferrer" target="_blank">We put you in control of career</a></p><p><a href="https://w