Customer Support Engineer

SCOPE OF RESPONSIBILITIES:

•  support for international clients via ticketing tool
• troubleshooting application incidents and resolving requests
• providing workaround until problems are fixed
• performing standard application maintenance operations
• providing application related expertise in course of projects and change requests such as upgrades and migrations
• database reports creation
• log and manage issues coming from 1st line support
• routing incidents to appropriate team members
• maintenance of knowledge base and operation handbooks
• cross-functional responsibility to resolve technical issues with other departments

REQUIREMENTS:

• very good command of English language in speech and writing
• German, French, Spanish knowledge is an advantage
• excellent communication skills
• experience with SQL databases,
• strong software, technical and analytical skills
• experience in a support or technical consultancy function
• willing to travel on short term business trip
• general IT knowledge (Windows environment, web applications, understanding system architecture)
• motivated to learn new systems
• willing to work in an international team knowledge of application management processes and ITIL awareness