Support Consultant

2 semanas atrás

Porto, Portugal Generix Group Tempo inteiro

**COMPANY OVERVIEW**

Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.

Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life In a supportive environment, you can freely share and improve and skills and expertise.

Generix Group is growing along with its talents, so let’s build our future together

**Ready to join us the challenge of digital transformation of prestigious clients?**

**JOB DESCRIPTION**

As a Support Consultant, your will be working closely with the Service Managers, Sales, Project Managers, Consultants and R&D teams.

**MAIN RESPONSABILITIES**

**Incident Management**:

- Audit the effectiveness of the incident management processes and make suggestions for improvement, if applicable;
- Control if the support teams handle correctly the incidents on the retails and cross-channel activities of the group;
- Prioritize the incidents, arbitrations and escalations;
- Monitorization of customer backlog incidents and performance of support team;
- Ensure regular exchanges with Support, Project and R&D teams, as well with the customers;
- Guarantee the supervision of performance metrics;
- Elaboration of business reporting according to management needs.

**Supervision of Major Incidents**:

- Triggering of crisis management process: confirmation of the incident, establishment of a task force, identification of impacts and challenges;
- Follow up of the incident: coordination of actions, arbitrations, escalations, if necessary;
- Ensure the communication and documentation: internal and external communication, incident reports, among others.

**Continuous Improvements**:

- Be the guarantor of the methodology, maintenance and improvement of processes: workflow, monitoring, reporting;
- Problem management: identification of recurring incidents, follow up of action plans and support the coordination of teams involved in the problem solving;
- Participate in cross-functional projects: namely in the definition of changes to the incident managements tools, collaborative tools, measurement of SLAs, documentation.

**EXPERIENCE REQUIREMENTS**
- Studies: Technical Engineer / Superior Technician in a relevant area (Computer Science, Systems,);
- Knowledge of Microsoft environment and Cloud (5 years);
- Previous experience in Incident Management (at least 2 years) and Sales Force;
- Knowledge of SQL;
- ITIL Certification;
- Good communication skills;
- Fluency in French and English;
**OFFER**
- Attractive wages and benefits;
- Excellent work conditions and environment (Centro Empresarial Lionesa).

**Tipo de oferta**: Integral/Full-time

**Benefícios**:

- Cartão/Ticket refeição
- Seguro saúde

Horário de trabalho:

- Turno de 8 horas

Tipos de pagamento complementares:

- Subsídio de Natal

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