Customer Support

**Who we are:
**Global Shares is a leading provider of public and private global stock plan services. Our employee share ownership plan technology is award-winning, and our range of products and services make equity plan administration simple, secure, and globally compliant. Global Shares is a regulated entity in the financial services sector.
**What we value:
**People **-We care about our people. We treat our people with respect. We embrace diversity and inclusion. We build open and honest relationships, collaborating across boundaries to meet our clients’ needs.
**Bravery **-We dare to do things differently. We provide best service and technology through innovation, creativity and high performance. We challenge the norm, we challenge ourselves and we challenge complexity with simplicity.
**Global **-We are one global network. We are champions of employee ownership. We work together, incorporating clients and partners as an extension of our team. We foster a global and diverse community, where our people are united through ambition, commitment and shared goals. We are in this journey together.
**Integrity **-We are committed to professional integrity We conduct our business to the highest standards with skill, diligence and responsibility. Professional trust, honesty and compliance are at the core of our culture
**Service **-We are client focused. We strive to provide our best service, to drive great client experience through teamwork and high performance.
**Why we need you:
**We are further expanding our Service Desk Team and are looking for self-driven, customer focused, Service Desk Analysts with German along with English language skills to join us to drive operational excellence. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and that Global Shares processes are followed in that process. Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, which include JIRA service desk, phone and self-service ensuring work is distributed and completed in a timely fashion. The analysts responsibilities include written and phone communication, status and SLA reporting, and supporting the business goals and objectives.

**What you will do:
**To fit this role, you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.
- Be fully conversant in the Service Desk / Customer Supportfunction and associated processes
- Providing timely response to tickets in the Service Desk system
- To be comfortable working with clients, employees and partners at all levels
- Monitoring of Service desk ticket queues
- Be competent in the identification and resolution of software specific issues
- Providing 1st and 2nd level response to users
- Provide ad-hoc training and education to users
- Accurately record ticket resolutions
- Escalating unresolved issues to 2nd and 3rd line support teams
- Interact with other areas of the company in resolving queries raised by clients and participants (IT, Product Design, Sales, Operations, etc)
- Maintaining contact with customers throughout the ticket life cycle
- Notify Service Desk management team of any issues with the operational process
- To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
- Supporting the organisational vision and mission
- To promote the use of process and standards across the Enterprise
- Ensure tickets are resolved within defined SLA’s, escalating exceptions to Service Desk Managers
**What should you have:
**To fit this role you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions**.**:

- University degree in Economics, Finance or equivalent work experience desired.
- English and German language domain is mandatory.
- 3+ years of experience in Customer Service role, preferably in the Financial Services or Software industry.
Strong problem solving skills.
- Client focus, interpersonal skills and ability to network.
- Proactivity and Continuous Improvement mindset.
- Maintains highest level of technical skill in field of expertise.
- This position requires a high degree of discretion and judgement.

**Nice to have**:

- Experience in JIRA & Atlassian software suite.
- Experience with Contact Center solutions - preferably the Five-9 cloud contact center tools
**What we offer**:

- Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journey
- Competitive salary
- Healthcare
- Employee Assistance Programme
- Active Social Club with events throughout the year
- Fully subsidised CEP (certified equity professional) exams
- Opport