Support Consultant – Technical Support

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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 KL, 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 to 6 am KL time) in a work-from-home environment. Must be based near to Kuala Lumpur.

Please note that this role will initially require working in the office upon commencement of employment, at normal day working hours for training purposes and familiarity to processes. Must be able to commute to KL office in Bangsar South.

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 - must have:

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)

How do your skills match this job?

Your application will include the following questions:

• Which of the following types of qualifications do you have?
• What's your expected monthly basic salary?
• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a support consultant?
• Do you have customer service experience?
• How would you rate your English language skills?
• Are you willing to undergo a pre-employment background check?
• How much notice are you required to give your current employer?

Computer Software & Networking 11-50 employees

Ultradata is a leading supplier of financial technology solutions in the banking and financial services industry. Since its establishment in 1977, Ultradata has successfully completed thousands of technology projects within the sector, and opened up offices in Australia, Malaysia and New Zealand.

With substantial clients in Southeast Asia and the Oceania region, and a long track record of innovation in the core processing and digital banking technology space, Ultradata continues to enjoy a strong presence in core banking, lending, and digital banking.

Ultradata’s client base is wide-ranging; Neobanks, credit unions, banks, lenders, finance companies, insurers, and faith-based institutions, and located across nine countries; Australia, New Zealand, Singapore, Papua New Guinea, Malaysia and Thailand.

Ultradata’s areas of focus and specialisation include:

• Management systems
• Interfaces and customer experiences
• Core banking platform solutions
• Cloud-based solutions

These software applications are designed to provide financial institutions with a seamless, integrated and customised product with all the capabilities they need to operate effectively, efficiently, and with a competitive edge.

Ultradata is end to end. We innovate, design and develop, install, and support all components for every solution. Every project shares one common goal – long-term and sustainable growth for all our clients.

We deliver on this mission by making progressive and trusted banking technology readily available to every client.