Support Consultant - Technical Support

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

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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)