THE ROLE:
The
Support Analyst
will have a key role in Customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, among other duties on our software solutions and platforms. HOW YOU WILL CONTRIBUTE: Analyse, understand, and reproduce situations existing within our products Define and request configuration and code solutions Deliver high-quality technical directives Follow up, resolve, or escalate cases using ITIL procedures Track, describe, and update cases in our ITSM management system Communicate clearly with different internal, third-party, and client teams Manage multiple cases in parallel Be 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 methodology Proficiency in SQL queries Knowledge of the 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 environment Rigorous, methodical, and organised Sense of responsibility appropriate to the banking industry Exceptional oral and written communication skills Highly self-motivated and directed. Multi-tasking abilities Languages Fluency in English is required. Any other languages will be a plus. Only applications matching the required skills will be taken into consideration. We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
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Support Analyst
will have a key role in Customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, among other duties on our software solutions and platforms. HOW YOU WILL CONTRIBUTE: Analyse, understand, and reproduce situations existing within our products Define and request configuration and code solutions Deliver high-quality technical directives Follow up, resolve, or escalate cases using ITIL procedures Track, describe, and update cases in our ITSM management system Communicate clearly with different internal, third-party, and client teams Manage multiple cases in parallel Be 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 methodology Proficiency in SQL queries Knowledge of the 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 environment Rigorous, methodical, and organised Sense of responsibility appropriate to the banking industry Exceptional oral and written communication skills Highly self-motivated and directed. Multi-tasking abilities Languages Fluency in English is required. Any other languages will be a plus. Only applications matching the required skills will be taken into consideration. We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
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