B2B Support Technician

2 semanas atrás


Leça do Balio, Portugal Generix Group Tempo inteiro
Job Description

As part of the Costumer Support Department of Generix Group, you’ll be involved in a team that provides technical assistance to our clients 24/7.

MAIN RESPONSIBILITIES

- Creation and processing of customer requests;

- Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);

- Apply the necessary actions for the first analysis of the incidents, in order to solve the level 1 occurrences according to the SLAs. Provide alternatives and disclosure patches for the costumers;

- Management of the relationship with the customer: carry out the necessary and proper communication for the declared incidents and requests, until their resolution;

- Be a source of information, guidance, and support for team members.

- Escalate incidents and requests: transmission of out-of-order incidents and intervention requests to the appropriated services;

- Understand and apply procedures and instructions.


Qualifications

- Level 4/5 in Computer Science, Electronic or similar. Degree in Information Technology, Mathematics or similar will be a plus;

- Basic knowledge of Windows and Linux Operating Systems is required;

- Basic knowledge of network protocols (TCP/IP, http, ftp) will be a plus;

- Analytical (ex. Analyze and identify the causes of an incident) and synthesis skills;

- Ability to work in a team and be autonomous. Be able to apply the instructions and given procedures;

- Previous experience in a Technical Referent role will be a plus;

- Fluency in French and English is mandatory;



Additional Information

- Attractive compensation package;

- Excellent work conditions and environment (Centro Empresarial Lionesa).

 

For more information, please check our website: www.generixgroup.com/pt


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