Customer Support

Customer Support
Lisboa
Lisboa, Lisboa, Portugal

Main responsibilities

Provide front line support and act as primary contact for clients.

Log all questions, incidents, problems and requests with accurate and complete information

Research and respond to all calls,
- mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures

Perform first level technical troubleshooting and problem solving.

Fulfil reporting, data extraction and application configuration requests

Escalate requests and incidents to the next level of tier support based on established guidelines and procedures

Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution.

Support internal project and development teams during new product releases roll out

Drive continual improvement into monitoring/measurement/alerting practices and tools.

Work in alternating shifts with earliest start at 6:00 AM and latest finish by 19:00 PM.

Occasional Saturday for technical operations with customers on an alternating schedule.

Hard skills

Fluent in both French and English (near native level)

Analytic and
- solving skills

Ability and willingness to acquire in depth knowledge on different technologies and products and Stock market

The following Skills are valued:

Relevant academic background (3 yrs. min. )

Previous experience in similar functions

SQL (nice to have)

ITIL best practices

AS400

Banking knowledge and Stock (nice to have)