Technical & Care Specialist

hace 4 semanas


Madrid, Madrid, España Swift A tiempo completo

**Job Overview**

About the Role:

The Technical and Care Specialist drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions.

This role will aid clients in taking full advantage of products, influence product upgrades, manage and sustain relationships with customers to promote retention and loyalty.

The specialist 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.

This role allows high growth possibilities to evolve into other positions within SWIFT.

Key Responsibilities

  • 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.
  • Provide technical installation and assistance.
  • Implement changes.
  • Transfer 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.
  • 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, 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.
  • Cross-functional Collaboration: 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.

Requirements and Qualifications

  • Strong technical skills and knowledge of Swift products.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a team environment.
  • Proven ability to problem-solve and think critically.
  • High level of customer service skills.
  • Willingness to learn and adapt to new technologies and processes.

Salary: $80,000 - $120,000 per year, depending on experience.

Location: Various locations worldwide.



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