Support Consultant Technical Support (KL)
Ideal job for the technical night owl seeking to work from home!
- Showcase your outstanding software support skills while engaging with a broad range of financial services clients in Australia and the USA
- Be part of a stable and highly regarded Fintech, at a significant stage of its international growth journey
- Permanent and ongoing role; working from home full-time; within the hours of 9pm 6am KL time; must reside in Malaysia.
About Ultradata:
Ultradata, headquartered in Melbourne Australia, is a trusted technology business partner to significant financial institutions across the Australian and Asia Pacific financial services market. A long-established business with 47 years of experience delivering on its promises, Ultradata has successfully completed thousands of technology projects across a portfolio spanning core banking, funds management, consumer finance, lending, and an array of digital and online services.
The role:
We are looking for Support Consultants to join our Technical Support Team to provide professional and efficient support services to clients (located internationally) using our core banking system.
Key accountabilities:
1. Case Management
- Monitor the support queue and support phone line for new incidents
- Acknowledge, investigate, and resolve issues within agreed SLAs
- Communicate with clients regarding case priorities and provide regular updates on critical incidents
- Escalate issues to technical leads as necessary
- Ensure seamless handover of tasks to day shift teams.
2. Quality Application Support
- Troubleshoot application issues across various channels (Websites, Apps, Databases, Services/APIs)
- Read/debug code and recommend changes
- Install patches and certificates at customer sites
- Make configuration changes to resolve issues
- Ensure minimal issues with delivered changes to maintain confidence in quality.
3. Knowledge Sharing & Provision of Assistance
- Share knowledge and expertise with colleagues
- Maintain and improve client support procedures
- Assist other Ultradata teams effectively and efficiently
- Maintain a cooperative and collaborative culture
- Communicate risks and recommend mitigation strategies
- Provide feedback on product suite improvements.
4. Reporting & Administration
-
Skills and experience required for the role:
- Industry experience within Retail Banking and/or Financial Services preferred
- A depth of prior experience in technical support and services
- Basic programming/coding knowledge and ability to analyse log files
- Willingness to work night shifts (9 pm 6 am KL time) in a work-from-home environment. Must be based in Kuala Lumpur
- Initiative and creative problem-solving skills and initiative
- Proactive, self-starter with a positive attitude.
- Effective communication skills with staff, clients, and business partners in different countries (USA and Australia).
- Tertiary qualifications and/or relevant commercial experience.
- Commercial and business analysis skills in client support.
Advantageous Skills:
- Experience in UniVerse programming.
- Microsoft .NET and SQL Server experience.
- Ability to read and debug .NET code.
- Understanding of Certificates.
- Strong understanding of Windows Server environments.
- Knowledge of Unix and Windows network technologies and architecture.
Additional requirement: Must be vaccinated against Covid-19 (at least 2 doses)
