Software Support Specialist

About your Role

As a Software Support Specialist in our Banking Support team, you will act as the 1st level of support for customer incidents and change requests related to our banking solutions in Domestic Payments module.

In this role you will combine customer support, incident analysis, business analysis, and testing process to ensure efficient resolution of client requests while maintaining high service quality and SLA compliance.

You will work closely with clients and development teams to analyze reported issues, reproduce them in test environments, and coordinate the delivery of solutions.

Key Accountabilities and activities

• Customer Support & Incident Ownership - take ownership of customer incidents and requests, guiding them through the full lifecycle while ensuring clear and timely communication.
• Issue Investigation & Analysis - analyze reported issues, reproduce them in test environments, and identify root causes (bug, configuration, or change request).
• Business Analysis & Change Requests - gather and define business requirements, prepare documentation, and support solution design and client proposals.
• Testing & Validation - create test scenarios and validate delivered solutions to ensure they meet functional expectations before release.
• Cross-team Collaboration - work closely with developers to ensure efficient resolution and delivery of requests.
• Knowledge Sharing & Process Improvement - document solutions and contribute to continuous improvement of support processes and service quality.
• Client Training & Guidance - provide training and guidance to clients on system usage and best practices within banking solutions.
• Incident Management - monitor Service Level Targets (SLT) and assure SLA compliance.

About you

• You hold the University degree in Economics, Banking, Finance, Information Systems, or a related field
• You bring 2+ years of experience working with banking systems in PUB Domestic Payments module
• You demonstrate a solid understanding of domestic payment processing, including clearing and settlement workflows
• You are familiar with local banking regulations related to payment transactions and financial services
• You have experience in software support, incident analysis, or application troubleshooting
• You are experienced in software testing and creating test scenarios
• You possess strong analytical and problem-solving skills, with the ability to troubleshoot complex applications
• Your knowledge of SQL is considered an advantage
• Your experience with the PUB core banking system is required
• You are comfortable communicating in English at an intermediate level (both written and spoken)

Nice to have

• Strong communication skills with both technical teams and business users
• High attention to detail and commitment to service excellence

What do we offer

• A thoughtful start – Structured on-boarding with a mentor and buddy
• Grow beyond your role – Knowledge Infusion academy that improves your soft skills
• Be Well – Healthy meal at our restaurant and personalized fitness plan in our on-site gym
• Health First – Voluntary health insurance for you and for your loved ones
• Planning ahead? – Optional retirement savings scheme and access to favourable terms with partner banks
• A Day to Celebrate Yourself – Your birthday deserves a day off
• Balancing Parenthood - Additional days off, part-time working hours, New Years’ gifts for kids
• Easy-going mornings – Possibility of flexible working hours
• More Perks - Casual dress code, refreshments, team building, New Year parties…

*Please note that your application will be stored on our recruiting base for 2 years. It will only be used for recruitment and selection and will not be available to third parties. Please do not submit additional documents.