Customer Support – Delivery

Há 1 mês


Lisbon, Portugal Alter Solutions Tempo inteiro
Job Description

  • Provide front line support and act as primary contact for our clients and internal technical/support teams
  • Log all questions, incidents, problems and requests with accurate and complete information
  • Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures
  • Perform first level technical troubleshooting and problem solving
  • Fulfil reporting, data extraction and application configuration requests
  • Escalate requests and incidents to the next level of tier support based on established guidelines and procedures
  • Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution.
  • Support internal project and development teams during new product releases roll out
  • Drive continual improvement into monitoring/measurement/alerting practices and tools
  • Work in alternating shifts with earliest start at 6:00 AM and latest finish by 20:00 PM
  • Ensure ON Call prevention nightly and weekend shifts on an alternating schedule
  • Occasional weekend or night on site interventions

Qualifications

  • Fluent in both French and English (near native level)
  • Analytic and problem-solving skills
  • Ability and willingness to acquire in depth knowledge on different technologies and products
  • Relevant academic background (3 yrs. min.)
  • Previous experience in similar functions
  • SQL
  • ITIL best practices
  • AS400
  • Banking knowledge and Stock (nice to have)



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