Support Specialist L1 (Infrasys Cloud)

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues. Working in Technical Support the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.

WHAT YOU’LL DO:
• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services.
• Understand our customer needs, expectations and assist them using our applications .
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries through troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution.

This role provides technical and customer support to Infrasys customers via shift patterns and with a 24x7x365 coverage via phone, via email or via Web.

• Challenging and creative technology environment with a great deal of freedom and responsibility.
• Feedback and initiatives are always welcomed, you’ll also get full ownership to help shape the company's future .
• A modern workplace in our office in the heart of Zilina, of course as much coffee and fruits as you need to get into the flow.
• Hybrid model (Minimum 2 days a week work from the office).
• Regular company Events & Entertainments.
• Free English language courses during your working time and multiple training & development opportunities.
• All necessary equipment such as laptop, additional monitor and other accessories
• Extra vacation
• Friendly, motivated and talented multicultural team

Due to the large number of accepted CVs, we will only contact selected candidates.