Customer Support Analyst

Client Background & Role Summary:

Our client is listed on the Singapore Stock Exchange (SGX), creating technologies to enable the Digital Economy and are in the foundation of computing principles, grounded on mathematical models. Their solution suite provides retail banks with a range of banking software that enables them to address their core banking, customer management, online banking, mobile banking and card management requirements. They are looking for a Customer Support Analyst, reporting directly to the Customer Support Manager. He/She will be part of the Retail Banking team.

Key Responsibilities:

• Provide 1st and 2nd level of support across all supported applications, developing a resolutions for customer issues based on product and industry knowledge
• Maintain and supporting cards management software for the clients
• Adopt existing support processes and ensure that production systems remain operational
• Specify and manage minor patches and enhancements to be implemented under change control
• Incident management, problem management and problem resolution
• Develop and maintain client relationships, requiring deep technical and functional expertise
• Deliver external and internal training on a regular basis
• Troubleshooting application issues in production environment
• Be able to work 24 x 7 standby support (rotating basis)

Requirements:

• Bachelor’s Degree in relevant field
• Hands-on experience supporting software applications in a large corporate services environment
• Exposure to software development
• Ability to apply analytical and troubleshooting skills to customer issues
• Proficiency in at modern programming language like Java / J2EE / COBOL
• Knowledge on RDBMS of DB2 or Oracle
• Good troubleshooting skill
• Knowledge of credit/debit card biz processing  and in database is advantage

If you are interested, kindly email your updated resume to Cindy at cindy.tang@mindmerge.com.my or click “Apply Now”. Regretfully, only shortlisted candidates will be contacted. Thank you!