Job Purpose:
The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.
Key Responsibilities:
- Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).
- Coordination of ticket resolution with internal, external and vendors teams.
- Event- and Incident Management.
- Escalation Management.
- Automation and monitoring processes for alerts to proactively spot issues before the customer.
- High-Level Business Impact Analysis.
- Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
- Trend analysis to address root causes.
- Continuous service improvement to reduce incidents and their impacts.
- Overall Tickets backlog management.
- Participate in 24X7 on-call rotations and provide after-hours support as needed.
- Completed studies or training as an IT specialist in application development or system integration.
- 3+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.
- Understanding of Service Desk procedures and processes.
- Experience with JIRA/Confluence and ServiceNow tools.
- Proficient with ITIL framework. ITIL4 certification is an advantage
Professional Skills:
- Excellent organizational skills and attention to detail.
- Excellent communication and interpersonal skills.
- Fluency in English, good practice of German and/or French a plus.
- Structured and analytical problem solving and solution identifying in complex environments.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment (ADDED)
- Ability to multi-task and use good business judgement.
- Eagerness to learn and adapt to new technologies and processes.
- Strong customer service orientation.
