Customer Support – Delivery / with EN and FR Lisboa

Customer Support – Delivery / with EN and FR
Lisboa
Lisboa, Lisboa, Portugal

Customer Support – Delivery / with EN and FR

Join to apply for the Customer Support – Delivery / with EN and FR role at Alter Solutions Group

Company Description

Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris.

In 2022, Alter Solutions joined the act digital group, establishing a global community of talent in Technology, with presence in twelve countries: Germany, Belgium, Brazil, Canada, United States, Morocco, Spain, France, Luxembourg, Poland, Portugal, and Serbia. Also in 2022, we were certified as a Great Place to Work.

In Portugal, we partner with over 120 clients and a team of over 500 professionals, working on projects across industries such as banking, insurance, transportation, aviation, energy, and telecom.

Headquartered in Portugal, Alter Solutions has a dedicated team of around 30 specialists involved in projects for internationally renowned clients.

Job Description

• Provide frontline support and serve as the primary contact for clients and internal technical/support teams.
• Log questions, incidents, problems, and requests with accurate and complete information.
• Respond to calls, emails, and requests professionally, promptly, and in accordance with guidelines.
• Perform
  - level technical troubleshooting and problem solving.
• Handle reporting, data extraction, and application configuration requests.
• Escalate requests and incidents to higher support tiers as per guidelines.
• Provide regular updates to customers on issue resolution progress.
• Support internal teams during new product releases.
• Enhance monitoring, measurement, and alerting practices and tools.
• Work in shifts starting as early as 6:00 AM and ending by 8:00 PM.
• Participate in nightly
  - call rotations, including weekends.
• Occasional
  - site interventions during weekends or nights.

Qualifications

• Fluent in both French and English (near native level).
• Strong analytical and
  - solving skills.
• Willingness to learn about various technologies and products.
• Minimum of 3 years relevant academic background.
• Previous experience in similar roles.
• Knowledge of SQL, ITIL best practices, and AS400.
• Banking knowledge and familiarity with stocks (preferred but not mandatory).

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Banking