Responsibilities:
- Resolve and report on customer queries and problems of various level of complexity.
Troubleshoot and quickly diagnose complex problems in accordance with the Service Level Agreement (SLA) / key performance indicators and propose measures to prevent recurrence
- Provide support on all technical problems within own area of expertise.
Work with the SWIFT community to establish the root cause of problems and provide end-to-end service support
- Maintain client relationships and increase client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement. -
- Regularly review customer cases to detect possible customer’s infrastructure problems trends
- Implement solutions and provide product- related consulting or training at customer sites
- Help the overall knowledge within the teams by providing training to colleagues and/or proposing new ways of further improve the service we provide to the customers
- Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos
- Participate in service improvement projects within own area by assisting the consulting team with technical projects

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