Nivel cariera

Middle (2-5 ani), Entry (0-2 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

Sibiu


Poken by GES is looking for a talented individual who can take ownership of our Support Department.


In this role you will be responsible for our support department, making sure our clients and colleagues are getting the assistance and support they need in order to deliver great event experiences.  You will work closely with developers, client service managers and occasionally product managers to provide assistance and feedback in building and improving our suite of products.

The Support Department Responsible will be part of the Software team here in Sibiu, reporting into the Software Line Manager.




Responsibilities

Assist customers and internal teams in using our suite of software products (configuration, set up etc)

Identify issues, investigate root causes and recommend solutions to reported problems

Provide technical guidance in activities associated with identifying, prioritising and resolving problems by telephone, e-mail and chat

May prepare help desk incident reports and assist in hardware and software evaluation

Participate in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Monitor load and system error reports

Answer questions on application features

Suggest enhancements and provide feedback to the development team

Write and maintain up-to-date documentation related to the applications

Create solution and document on recurring issues

Write user guide for both the internal teams and end users

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Take ownership of user problems and be proactive when dealing with user issues

Call back users and confirm resolution




Skills and Experience

University education, preferably technical degree

Fluent communication skills in English and Romanian

2+ yrs of 1st or 2nd level technical support experience is required

Experience of using call logging software is to be preferred

Previous experience in support web based applications is considered an advantage

Basic understanding of PC hardware set-up and configuration



Personal Attributes

Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel

Strong interpersonal skills are a prerequisite

Ability to work effectively in a dispersed team and individually

Organised

Strong analytical, problem-solving, and critical-thinking skills

Be awesome, professional and a joy to work with :)