Beschreibung

As a Support Analyst, you will play a vital role in ensuring customer satisfaction by troubleshooting technical issues and providing accurate feedback. Your daily tasks will involve analyzing product situations, managing cases, and collaborating with various teams to deliver effective solutions.

Anforderungen

• •University Degree in IT or equivalent
• •2 to 4 years’ experience in a similar role
• •Experience with Linux and Windows operating systems
• •Experience with SalesForce or similar ITSM tool
• •Solid understanding of ITIL processes
• •ITIL 4 foundation certification
• •Experience with Knowledge base management using KCS methodology
• •Proficiency in SQL queries
• •Knowledge of Fintech environment
• •Proven analytical and problem-solving abilities
• •Ability to prioritize and execute tasks in high-pressure environment
• •Exceptional customer service orientation
• •Experience in team-oriented, collaborative environment
• •Rigorous, methodical, and organized
• •Sense of responsibility appropriate to banking industry
• •Exceptional oral and written communication skills
• •Highly self-motivated and directed
• •Multi-tasking abilities

Aufgaben

• •Analyze and reproduce product issues
• •Define and request configuration solutions
• •Deliver high-quality technical directives
• •Follow up, resolve, or escalate cases using ITIL procedures
• •Track and update cases in the ITSM management system
• •Communicate clearly with internal, third-party, and client teams
• •Manage multiple cases simultaneously
• •Participate in the 24/7 OnCall rota

Tools & Technologien