About the job
The company makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms, and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within the company.
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The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?
Scope and Purpose:
- First Line Support: receives inbound requests through phone or email. Recording of all incidents, categorizes, prioritizes, tracks, and routes incidents reported by customer’s specialized personnel. If possible implements basic, documented break-fix tasks for the non-complex issues, escalates unresolved incidents to a L2 group by following documented escalation procedure.
- Gather as much information as possible from the end user and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem(s):
- Physical layer issues
- Verification of proper hardware and software setup
- Installation, reinstallation and uninstallation issues
- Assistance with application functionalities and business workflows.
- The goal to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a next level.
Key Result Areas & Responsibilities:
- First Level Support for the customers via phone, e-mail and remote access, real-time First Level support analysis of customer requests and registered problems.
- Real-time response to questions and solution of problems with limited complexity.
- For more complex problems, transfer to In-house Second Level Support.
- Regular customer communication regarding the status of their requests and progress of their solutions.
- Continuous documentation of customer communication and procedures in issue ticketing system.
- Regular monitoring of the whole ticketing process and escalation to management.
- Document all issues in the company’s issue tracking system.
- Setup and configuration of test environment in order to duplicate issues.
- Assist in the preparation of reports for customer communication.
- Establish and maintain excellent working relationship with all customers at all times.
- Keep up-to-date with technical and the company product knowledge.
- Create documentation (Support/Training) as required.
- Flexibility to work long hours as necessary and able to handle high pressure in a professional manner. Must be willing to work in a 24x7 environment.
Job Requirements:
- Computer Science or related degree and 4+ years’ experience in a customer support role; prior experience in banking or warehousing industry is desirable.
- Excellent verbal, written communication and interpersonal skills are a must.
- Strong analytical, problem-solving skills, ability for multitasking and good organizational skills.
- Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment.
- Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information.
- Generates enthusiasm and support of company objectives and is trustworthy and credible.
- Experience with setting up database servers, application servers, and reporting servers.
- Demonstrated skills in operating systems (MS platform – Windows 11, SERVER 2015), database systems (MS SQL 2022, Oracle 19C), and application systems (IBM Websphere, JBoss).
- Working knowledge of used programming languages (e.g. Java, .NET, C#) is desirable and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment.
- Need to utilize sound judgment in dealing with business information.
