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L2 Application Analyst & Business admin
Telus Agriculture & Consumer Goods
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Start date
15.03.2020
15.03.2020
Wage (gross)
From 1 500 EUR/month
From 1 500 EUR/month
Information about the position
Job description, responsibilities and duties
AFS Technologies (AFS) is a global provider of software solutions and services (http://www.afsi.com/).
From our Bratislava office we manage the whole life cycle of one of the key global AFS solutions – Retail Execution. Starting from ideas of improvement to requests & proposals and ending up with development and testing, our dynamic team of over 60 talented young professionals makes things happen. How would you feel, knowing that every day, tens of thousands people use something you helped to create?
We're looking for a new team member to our support team in Bratislava able to analyze support cases (Tier 2) reported by our customer using our software solution in 5 different EU countries. Support is provided in English language to our support contacts in each of the countries (at customer).
Responsibilities
• Investigates, diagnoses and resolves Tickets that cannot be fixed at previous level.
• Understands the service level and execution according to the time-lines.
• Uses collaboration of 3rd party resources (consultants and development team etc.) for efficient Ticket resolution, particularly on critical incidents.
• Checks Tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
• Provides timely and accurate updates to Tickets to give visibility of their work to the end-users, management, SDs and other RGs.
• Provides clear justifications and a summary of analysis prior to reassignments.
• Ensures that all resolutions are clearly documented and classification is correct.
• Performs sufficient testing to ensure that the recovery action is complete and that the service has been fully restored to the end-user.
• Identifies valid candidates for Problem Management, ticket session, customer feedback.
• Provides information to Team leader on the issues he faces while resolving the tickets.
Communication is mainly in English language, consists of email (75 %), chat (20 %) and phone (5 %).
Requirements
• Customer orientation and ability to adapt/respond to different types of characters
• Good communication skills
• Fluent English (spoken and written)
• Ability to multi-task, prioritize, and manage time effectively
• Customer support experience is an advantage
• Basic knowledge of SQL is advantage
From our Bratislava office we manage the whole life cycle of one of the key global AFS solutions – Retail Execution. Starting from ideas of improvement to requests & proposals and ending up with development and testing, our dynamic team of over 60 talented young professionals makes things happen. How would you feel, knowing that every day, tens of thousands people use something you helped to create?
We're looking for a new team member to our support team in Bratislava able to analyze support cases (Tier 2) reported by our customer using our software solution in 5 different EU countries. Support is provided in English language to our support contacts in each of the countries (at customer).
Responsibilities
• Investigates, diagnoses and resolves Tickets that cannot be fixed at previous level.
• Understands the service level and execution according to the time-lines.
• Uses collaboration of 3rd party resources (consultants and development team etc.) for efficient Ticket resolution, particularly on critical incidents.
• Checks Tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
• Provides timely and accurate updates to Tickets to give visibility of their work to the end-users, management, SDs and other RGs.
• Provides clear justifications and a summary of analysis prior to reassignments.
• Ensures that all resolutions are clearly documented and classification is correct.
• Performs sufficient testing to ensure that the recovery action is complete and that the service has been fully restored to the end-user.
• Identifies valid candidates for Problem Management, ticket session, customer feedback.
• Provides information to Team leader on the issues he faces while resolving the tickets.
Communication is mainly in English language, consists of email (75 %), chat (20 %) and phone (5 %).
Requirements
• Customer orientation and ability to adapt/respond to different types of characters
• Good communication skills
• Fluent English (spoken and written)
• Ability to multi-task, prioritize, and manage time effectively
• Customer support experience is an advantage
• Basic knowledge of SQL is advantage
Employee perks, benefits
• Food coupons fully repaid (4€)
• Annual bonus
• Teambulding events
• Education (trainings, courses)
• Multisport card
• Jubilee gift (wedding, child birth)
• Employee appreciation for long-term cooperation
• Annual bonus
• Teambulding events
• Education (trainings, courses)
• Multisport card
• Jubilee gift (wedding, child birth)
• Employee appreciation for long-term cooperation
Information about the selection process
We only reply to candidates chosen for the interview.
Requirements for the employee
Candidates with education suit the position
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Educational Specialization
IT
Language skills
English - Upper intermediate (B2)
Other knowledge
Microsoft Excel - Advanced
SQL - Basic
Microsoft SQL Server - Basic
SQL - Basic
Microsoft SQL Server - Basic
The position is suitable for a fresh graduate
Yes
Advertiser
Brief description of the company
TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.
Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.
In Slovakia we operate under commercial name AFS Visicom Slovakia a.s.
Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.
In Slovakia we operate under commercial name AFS Visicom Slovakia a.s.
Number of employees
100-149 employees
ID: 2996421
Dátum zverejnenia: 25.2.2020
2020-02-25
lokalita: Bratislava Pozícia: IT/Technical Support Specialist Spoločnosť: Telus Agriculture & Consumer Goods
Základná zložka mzdy (brutto): 1 500 EUR/month