Customer Support Analyst

vor 4 Wochen

Geneva, Schweiz Bottomline Vollzeit

To join a very dynamic company and a motivated team, we invite you to apply for the position of:

Support Analyst

DEPARTMENT: Financial Messaging - Service Desk

LOCATION: Geneva, Switzerland

REPORTING TO: FMHead Of Support

JOB OVERVIEW

The Support Anaylst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

RESPONSIBILITIES AND DUTIES

The Support Analyst will have the chance to handle the following responsibilities:

Analyse, understand, and reproduce situations existing within our productsDefine and request configuration and code solutionsDeliver high quality technical directivesFollow-up, resolve or escalate of cases using ITIL proceduresTrack, describe and update the cases in our ITSM management systemCommunicate clearly with the different internal, third party and client teamsManage multiple cases in parallelBe part of the 24/7 OnCall rota

QUALIFICATIONS

Formal Education & Certification

University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role.

Knowledge & Experience

Experience with Linux machine operating systems  Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.Experience with Knowledge base management using KCS methodologyProficiency of SQL queriesKnowledge of Fintech environment would be an advantage

Personal Attributes

Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environmentTo be rigorous, methodical, and organisedSense of responsibility appropriate to the banking industryExceptional oral and written communication skills Highly self-motivated and directed.Multi-tasking abilities

Languages

It is required to be fluent in English. Any other languages will be a plus.

Only the applications matching the required skills will be taken into consideration

#LI-DNI

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