Technical & Care consultant

Technical & Care Consultant

Locations : Leiden area, Netherlands; Madrid, Spain

Time Type : Full time

Posted on : Posted Yesterday

Job Requisition ID : 2024-13561

About the Role

The Technical & Care Consultant drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions. The role will aid clients in taking full advantage of products, influence product upgrades, manage and sustain relationships with customers to promote retention and loyalty. He / she identifies and solves issues before they happen and proactively looks out for their customers’ business, suggesting new and innovative ways to keep them succeeding with our products and solutions. The role requires working hand in hand with other Services teams, Operations, and Customer Support as well as external partners. The role allows high growth possibilities to evolve into other positions within SWIFT.

What to Expect

Coordinate for Care Services delivery as detailed in the Advanced Support and Care Services Catalogue.

Deliver technical assistance aligned with Care deliverables :

Assist clients with product upgrades, patches, and new releases.

Document and resolve technical problems, escalating to higher support tiers when necessary.

Technical installation and assistance.

Change implementation.

Transfer of knowledge.

Operational support during special events / time periods.

Product Implementation :

Organize product / new features demonstrations for customers, onboard and train (new) users.

Lead the implementation of Swift products, ensuring seamless integration with the client’s existing systems.

Configure and customize Swift solutions to meet specific client requirements.

Aid in product design and product development.

Client Engagement :

Collaborate with clients to understand their technical requirements and business needs.

Provide expert advice and technical solutions tailored to the client's specifications.

Conduct regular meetings and updates with clients to ensure project alignment and satisfaction.

Develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction.

Training and Documentation :

Develop and deliver training sessions to clients on the use and maintenance of Swift products.

Create comprehensive documentation, including user manuals, technical guides, and FAQs.

Ensure all technical documentation is up-to-date and accessible to clients and team members.

Collaboration and Communication :

Work closely with cross-functional teams, including sales, marketing, and product development, to ensure client needs are met.

Communicate effectively with stakeholders to provide updates on project progress, risks, and issues.

Contribute to team knowledge sharing and continuous improvement initiatives.

Innovation and Improvement :

Stay current with industry trends and advancements in Swift products and technologies.

Recommend improvements and optimizations to enhance product performance and client satisfaction.

Participate to improve SWIFT products, bringing back customer feedback about product and processes.

Compliance and Security :

Ensure all solutions comply with industry standards, regulations, and best practices.

Implement security measures to protect client data and ensure product integrity.

Follow SWIFT principles to identify and mitigate potential risks.

What Will Make You Successful

University degree in Computer Science or IT related fields, or equivalent experience.

2 - 5 years’ experience within the area of technical account management, technical support, or pre-sales.

Strong knowledge of SWIFT products, services, and solutions.

Technical skillsets on operating systems (AIX, Linux, or Windows Server), servers, and networking.

Good troubleshooting skills on IT product issues and OS issues.

Strong multitasking skills, excellent communication, and interpersonal skills.

Customer centric to develop client relationships and account management.

Fluent in English. Proficiency in other language(s) for the region is an advantage.

Willingness to travel (about 20% of time).

A team player, enjoying work in a multicultural environment.

Extra Assets if You Acquire, or Training Will Be Provided

SWIFTNet Certification or any other SWIFT Product certification is an asset.

Knowledge of database and security technologies is an asset.

Any industry recognized IT Security Certification is an asset.

Knowledge of JIRA and Confluence is an asset.

What We Offer

We put you in control of your 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 are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, sexual orientation, or veteran / military status.

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