Support Consultant

Há 7 dias

Braga, Portugal Generix Group Tempo inteiro

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?

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).

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