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Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and our performance, Merkle delivers holistic, experiences that promote growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com .Job DescriptionYou will provide support and assistance for software applications within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, to help ensure a positive and satisfactory experience for customers while representing us.This is a position required to be 100% on-site at our offices.Main Tasks:Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.Assist the customer providing guidance on best practices for using platforms and applications effectively.Event- and Incident Management.Automation and monitoring processes for alerts to proactively identify potential issues and implementing solutions to optimize performance.Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).Continuous service improvement to reduce incidents and their impacts.Act as a subject matter expert and support client pitches as well as other activities connected with business development.Overall Tickets backlog management.Mentor junior support team members and assist with their professional development.QualificationsRequirements:3+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.Degree in Computer Engineering or similar.Knowledge in basic programming skills.Support experience in software development.Experience with ticketing tools.Nice to have:Experience/Knowledge in Java, Appway and Avaloq.Experience with one of the following: Salesforce, AWS, Magnolia, SAP, Sitecore, Adobe, or Mobile applications.Proficient in ITIL framework. ITIL4 certification is an advantage.Knowledge of a relevant scripting language (e.g. Power Shell, Bash, PHP).Knowledge of the relevant areas for operating and monitoring web-based solutions.Knowledge of web technologies.Additional InformationBenefits and perks:Software-house environmentAgile and Flexible working hoursDigital nomad policyFocus on career developmentHealth insurance (also included for the household)Mental health supportVolunteer experiences and sustainable mindset25 vacation days + 3 wellness days per yearBeers (after 6pm), foosball, and ping-pong #workhardplayhardFree breakfast every second Monday of the monthTeam & Company events Inclusion & DiversityWe value the strength diversity brings to our business and are working to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community's race and gender equality campaigns. We are happy to discuss all approaches to working for all our roles – we can't promise we will offer you everything you want or need but we do promise to discuss it with you openly and honestly.If you have any reasonable adjustment needs arising from a disability or medical condition to participate in the recruitment process, please discuss this with the recruiter who contacts you.
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