Technical Support Analyst

NBCR Sp. o.o. we are a company with an established position in the market specializing in the recruitment of professionals from the IT industry (Certificate nr 14492). For several years we have helped our customers in delivering highly qualified specialists so that they can operate stably and to develop, and we accompany them as a reliable partner.

Currently we are looking for candidates for the position:

Technical Support Analyst
Miejsce pracy: Wrocław
Nr referencyjny: NBCR/IS/09/2017/I/TS
Duties:
Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.
Contributes information to the Support knowledge base and provides review others content.
Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as WebEx or Netmeeting.
Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
Continues to develop application knowledge in specific product suite and operating environment and technologies.
Provides accurate accounting of work and time allocation.
Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
Identify possible improvements related to work processes and tools.

Skills/Experience prefernces:
Fluent knowledge of German and English language.
Strong SQL or Oracle knowledge
Bachelors degree in computer science
Prior experience in related industry or software/technical support
Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
Strong organizational skills required to insure most effective and timely delivery of service to clients.
Possess ability to both multi-task and manage priorities effectively.
Flexibility required to work outside defined role.
Possesses working knowledge of assigned product and basic knowledge of operating environments.
Advanced problem solving and analytic skills.
Possesses full understanding of industry practices as well as Global Support Procedures.
Strong interpersonal and customer service/orientation skills.

Offered:
Cozy office and friendly atmosphere
An attractive package of social benefits
Numerous development opportunities
Impact on what you do and how at work

At the same time we inform all candidates that without following the declaration job offer will not be considered. We reserve the right to answer only selected offers.

W aplikacji prosimy umieścić następującą klauzulę: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych Dz. U. 2016 r. poz. 922″