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B2B Client Support Technician Full-time

de Generix Group Porto em Porto (Publicado em 07-02-2023)

COMPANY OVERVIEW
Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.
Our 850 employees provide a daily support for well-known costumers, leaders in digital
transformation of their Supply Chain. Generix Group is present in more than 60 countries, through
our 9 subsidiaries and our partnership network. Nowadays, our application services are used in
more than 6.000 companies worldwide.
Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic
company, where goodwill is our everyday life! In a supportive environment, you can freely share
and improve and skills and expertise.
Generix Group is growing along with its talents, so let’s build our future together!
Ready to join us the challenge of digital transformation of prestigious clients?

MAIN RESPONSIBILITIES
- Creation and processing of customer requests;
- Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification,
completion of technical information and escalation actions);
- Apply the necessary actions for the first analysis of the incidents, in order to solve the level 1
occurrences according to the SLAs. Provide alternatives and disclosure patches for the
costumers;
- Management of the relationship with the customer: carry out the necessary and proper
communication for the declared incidents and requests, until their resolution;
- Escalate incidents and requests: transmission of out-of-order incidents and intervention requests
to the appropriated services;
- Understand and apply procedures and instructions.

EXPERIENCE REQUIREMENTS
- Degree in Software Engineering, Information Technology, Mathematics or similar;
- Knowledge of Windows and Linux Operating Systems is required;
- Knowledge of network protocols (TCP/IP, http, ftp) will be a plus;
- Prerequisites: analytical skills (ex. Analyze and identify the causes of an incident), synthesis skills
and be comfortable on the phone in order to reassure the customer.
- Ability to work in a team and be autonomous. Be able to apply the instructions and given
procedures;
- Fluency in French is mandatory;
- Good level of English would be a plus. Basic level is mandatory;

OFFER
- Attractive wages and benefits;
- Good team spirit and collaborative environmen


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