Key Accountabilities
1.Responds to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.
2.Perform in-depth technical research of software products relating to technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Manager of Support and Product Owners.
3.Provide regular reporting on support activity for training and product improvement purposes.
4.Contribute ideas for improvements to the support process and infrastructure and strive to continually improve the process.
5.Maintain high levels of professionalism in dealing with customers.
6.Assist Professional Services Consultants with technical questions during implementation.
Required Skills
1.University degree in Computer Science or related discipline
2.English language skills mandatory (the team is international, English is the common language in the company)
3.Excellent written and verbal skills
4.Experience on Application Support and Customer Service and/or software development and implementation services
5.Good at explaining, autonomous, curious, meticulous, ability to prioritize and organize tasks and initiative skills
6.Experience on Web Applications (Web Logic, Tomcat, Websphere) and RDBMS (Oracle, SQL Server, DB2)
7.Experience on Unix (AIX, Solaris) and MQSeries a plus8.Knowledge of Lotus Notes and Microsoft Office
8.Experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)9.Excellent problem solving and organizational skills
Client focused
9.Ability to grasp new concepts, terminology, products and systems quickly
10.Ability to work independently and as part of a small team
11.Banking Experience Advantageous
12.Mandarin written and verbal skills advantageous
13.Cultural awareness
14.Team player
15.Previous experience working as a part of an off-shore team
16.Demonstrated attention to detail
