Technical Customer Support Specialist - SWIFT and SIC/euroSIC
Technical Customer Support Specialist - SWIFT and SIC/euroSIC
Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
Finastra is seeking a highly skilled and experienced Technical Customer Support Specialist to join our team in the greater Zurich area.
In this role, you will be responsible for providing first-level support to our clients, leveraging your expertise in SWIFT and SIC/euroSIC systems, as well as your deep understanding of financial messaging protocols.
Responsibilities:
* Serve as the primary point of contact for customer inquiries, handling triage and creating support tickets as needed
* Resolve first-level customer issues using your technical knowledge and problem-solving skills
* Escalate unresolved cases to the appropriate second or third-level support teams
* Monitor the alarm system and take necessary actions to address any errors or incidents
* Ensure customer inquiries are addressed within the defined service level agreements
Qualifications and Experience:
* Minimum 3-5 years of experience in a technical customer support role within the banking or financial services industr
* Proven expertise in SWIFT, SIC/euroSIC systems, as well as financial messaging protocols
* Expertise in SECOM beneficial
* Excellent written and verbal communication skills in German (native level) and proficient in English
* Proficiency in using Microsoft 365 applications, including Outlook, Excel, and Word
* Strong analytical and problem-solving abilities to recognize complex relationships and dependencies
* Proactive and assertive approach to escalating issues and collaborating with relevant teams
* Flexibility to work in a shift-based environment, including early morning and late evening hours
Our Commitment to Inclusivity
At Finastra, we are committed to creating an inclusive and diverse work environment. We welcome applications from individuals of all backgrounds, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity fosters innovation and drives our success.
If you possess the technical expertise, customer-centric mindset, and the drive to excel in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity. Join our team and play a crucial role in delivering exceptional support to our valued clients.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra! #J-18808-Ljbffr