Technical Support Specialist

AFS Visicom Slovakia a. s.

Place of work
Remote work
Contract type
full-time
Start date
1.4.2021
Wage (gross)
1 600 - 1 800 EUR/monthSalary depends on the level of your skills and experience. It's within the range of 1600 - 1800 Euro gross / 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 Slovak 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 able to analyze more complex support cases (Tier 2/Tier 3) reported by our customers and also to provide consulting and solutions for IT issues and problems occurring in customers environment. Support is provided in English language to our 1st/2nd line contacts in various countries (at customer). Our team providing support for our Retail Execution product consists of 19 people in Bratislava (including 2TL, 1SD and 15 supporter analysts), 5 people in Mexico and 2 in Australia.

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.
• You will use email (75 %) chat (20 %) and phone (5 %)

We are open for a remote cooperation (even outside of Slovakia). Nevertheless, you are welcomed to join us in our office in Bratislava.

Employee perks, benefits

• Food coupons fully repaid (4€)
• Annual bonus
• Teambulding events
• Education (trainings, courses)
• Multisport card
• Jubilee gift (wedding, child birth)

Information about the selection process

We only contact candidates who fulfill our criteria.

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)

Language skills

English - Upper intermediate (B2)

Other knowledge

SQL - advanced
Microsoft SQL Server - basic
Microsoft Excel - advanced

Personality requirements and skills

- good communication skills
- technical savvy
- prior experience in support positions
- fluent English, especially good written English skills
- Italian or French language skills are a big advantage
- ability to work with flexible business hours/days – sometimes we are working out of business hours that are always compensated with spare time afterwards
- ability to work under pressure and challenging situations without transferring frustration to customer
- result oriented personality
- orientation on customer satisfaction

Advertiser

Brief description of the company

Exceedra / AFS Technologies (AFS) the global provider of software and services purpose-built for consumer goods (CG) companies. We are committed to efficiencies in trade spend, retail execution and supply chain. With 30 years of experience, Exceedra/AFS serves more than 1,300 customers of all sizes, in more than 50 countries, with innovative and configurable solutions that are proven to optimize your potential with automated processes, improved productivity and rapid time to value.

Number of employees

100-149 employees

Company address

AFS Visicom Slovakia a. s.
Rontgenova 26
851 01 Bratislava
http://www.afsi.com
ID: 4024315  Dátum zverejnenia: 22.1.2021  Základná zložka mzdy (brutto): 1 600 EUR/month