SWIFT

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

What you will do:

Are you interested in a customer facing role? Interacting with people comes easy for you? Is resolving technical issues part of your true nature? Then the team of Customer Support is where you will be able to put these skills to use. Providing full technical support to our customers in any complex issue they may run into.

Using a variety of different tools, we are able to investigate and reach the root cause of every technical challenge that the banking community might face on a daily basis.

Responsibilities:

• Analyze and report on customer/vendor situations of limited complexity in order to resolve inquiries and problems in accordance with the Service Level Agreement (SLA)/key performance indicators.
• Provide support via phone and email on a limited spectrum of products that Swift provides. Work with the customer/vendor/ partner to establish the root cause of problems, retaining ownership of a case through resolving it individually or escalating it - in accordance with the SLA.
• Participate in continuously improving the working environment, play a part in problem solving and propose/implement necessary changes.
• Under the guidance of a coach, update and control the quality of internal training material, problem management procedures and on-line documented solutions.
• Provide technical support trainings/consultation to different departments within Swift, to improve relationships with customers.
• Establish relationships with assigned customers to understand their IT environment.

Qualifications:

• University Degree in IT/ Engineering or equivalent in a similar customer facing role
• Fluent in English in written and spoken
• Between 0 and 3 years of professional experience
• Willing to work on weekends (extra compensated)
• Eager to learn, pro-active, enthusiastic, analytical, communicative, take initiative, investigative mindset and team player
• Communicates effectively, can adjusts personal communication style to fit intended audience
• Maintaining composure and a positive attitude during difficult situations

In return, you will be part of a dynamic and multinational cluster of teams in the Customer Experience department, where growth is promoted, and talent is recognized. In the first few months you will undergo an extensive and exciting training program, where you will not only get Swift certified but also specialized in specific Swift product. This role follows a hybrid working model, with 2 days per week in the office and 3 days working remotely from home.

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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.