To provide first and second level support to the client's International Banking/Asset Management customer base, from their Singapore office.
Support is provided on a suite of Financial Front & Back Office client–server and web-based applications in use worldwide, including TLM Reconciliations / Investigations / Cash Management / Corporate Actions / Collateral Management.
Provide 1st & 2nd level customer support, by interpreting customer queries and problems, gathering information to investigate via phone, email or remote modem access, debug, replicate, test, document results, writing and changing documentation when required.
Ensure all support issues are fully logged and documented on our ITSM/CRM problem management system, and ensure that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.
Required to fully document to support standards, and investigate through to successful resolution a high level of support calls, and ensure customer satisfaction is achieved and maintained at all times.
Provide material and input into the global Support Intranet site, and the Customer Support Portal on the company product website, to enable analysts and customers alike to remain fully informed of the latest product developments and issues.
Proactively contribute to the overall support process by suggesting and executing new process efficiencies
Review and sign off support acceptance of new product releases, applications and solutions, performing installation and new functionality review required.
May be required to attend customer sites occasionally.
After becoming knowledgeable on the products supported, must be willing to undertake additional overnight/weekend support from home if required.
Should be flexible and willing to work early shift (as required) or working on public holidays (days off in lieu), on a rota basis.
Key Skills & Experience
Proven customer support experience + strong Communication skills including a good telephone manner.
Experience of an incident logging system.
Analytical problem solving skills and IT background.
Ability to learn and keep up to date with new applications quickly.
Reasonable knowledge of Unix (eg:- directory navigation, vi editor, cron etc) and of Windows/Client Server.
Reasonable knowledge of SQL to form database queries to progress support call investigations.
Reasonable knowledge of RDBMS, with experience in at least one of Oracle, Sybase, or MS SQLServer. - eg:- understands indexing, standard database management and optimisation requirements, backup and recovery etc.
Interest in and business knowledge of Banking Front , Middle & Back Office environments. Interest/knowledge of Corporate Actions is a distinct advantage.
Knowledge of at least one Web application server – eg:- Websphere, Weblogic or JBoss
Experience of using MS Dynamics CRM and associated Administrative skills
ITIL and Computer Related Degree is desirable
Strong Communication Skills & Good Telephone Manner
Results & Quality
Need to have a ‘can do’ attitude to problem management.
Comfortable in a fast moving SME environment with multiple customers and tasks
Works well in a busy environment and takes full ownership of application support calls assigned.
Has To Liaise With
Global Support Team
3 months ago
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