Customer Support Engineer

Job description


Our Values: Trust | Respect | Team spirit

Our secret: Our people who make the difference with their integrity and competences!


Customer Support Engineer | Full-time contract | Athens - GR

Your daily work routine will include:


  • Answer customers’ queries interacting manly through web-cases;
  • Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases;
  • We operate in a KCS (Knowledge Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job;
  • Analyze customer behavior and cases and apply findings to external Knowledge Base to deflect Known issue;
  • Perform Data analysis to turn data into insights in collaboration with the business teams;
  • Set up data use cases using existing data feeds and points in data visualization tools;
  • Build and maintain customer relationships and increase customer satisfaction by performing checks of their operational environment and giving recommendations for improvement
  • Participate in service and products improvement projects and drive project deliverables on a case-by-case basis;
  • Get the customer up and running and unblocking the scenario is the primary aim;
  • Engineers should be available based on a roster beyond business hours when necessary.

Requirements

  • University degree in Information Technology, Computer Science or related field;
  • Excellent verbal and written communication skills in English (B2 or higher);
  • Experience on network (TC{/IP/VPN) troubleshooting and investigation;
  • Experience in a technical customer support environment, in Financial Services, Banking or similar will be asset;
  • Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools);
  • Experience with API and or MQ series;
  • Experience with Java, XML and SQL knowledge;
  • Data visualization tools – (Tableau/ Microstrategies/Kibana);
  • Fulfilled military obligations (if applicable).