Glints
Overview:
This role involves providing first and second-level application support to clients, acting as the primary point of contact for customers. You will take ownership of problems, serve as the customer’s internal advocate, and work closely with consultants and engineers to ensure issues are resolved within the agreed Service Level Agreement (SLA).
Key Responsibilities
Serve as the primary point of contact for customers, advocating for them internally.
Provide first/second-level support by logging, investigating, and responding to customer issues.
Conduct root cause analysis (RCA) to prevent recurrence of problems.
Work with consultants and engineers to escalate and resolve issues effectively.
Ensure resolution is achieved within the SLA timeframe.
Be empathetic to customer concerns and document queries meticulously.
Maintain a well-organized database of customer feedback and concerns.
Collaborate in a fast-paced environment and manage issues with minimal supervision.
Qualifications:
Educational background: Degree or equivalent in Computer Science, Computer Engineering, or related fields.
Experience: Minimum two years in a functional consultant or helpdesk support role in the tech industry.
Language skills: Proficient in English.
Technical knowledge: Familiar with SAP, SLAs, Jira, Zendesk, CRM systems, ITIL, and RCA.
Soft skills: Strong interpersonal skills, empathetic, detail-oriented, organized, and able to work independently or in a team.
DAY SHIFT
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Glints
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