Customer Support Analyst - German Speaking
Global Shares
Lisbon, Portugal
há 3 dias
source : Europe Language Jobs


Who we are : Global Shares is a leading provider of public and private global stock plan services. Our employee share ownership plan technology is award-winning, and our range of products and services make equity plan administration simple, secure, and globally compliant.

Global Shares is a regulated entity in the financial services sector. What we value : People -We care about our people. We treat our people with respect.

  • We embrace diversity and inclusion. We build open and honest relationships, collaborating across boundaries to meet our clients’
  • needs. Bravery -We dare to do things differently. We provide best service and technology through innovation, creativity and high performance.

    We challenge the norm, we challenge ourselves and we challenge complexity with simplicity. Global -We are one global network.

    We are champions of employee ownership. We work together, incorporating clients and partners as an extension of our team.

    We foster a global and diverse community, where our people are united through ambition, commitment and shared goals. We are in this journey together.

    Integrity-We are committed to professional integrity We conduct our business to the highest standards with skill, diligence and responsibility.

    Professional trust, honesty and compliance are at the core of our culture Service-We are client focused. We strive to provide our best service, to drive great client experience through teamwork and high performance.

    Why we need you : We are further expanding our Service Desk Team and are looking for self-driven, customer focused, Service Desk Analysts with German along with English language skills to join us to drive operational excellence.

    This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests, ensuring that the highest quality of customer service experiences are delivered and that Global Shares processes are followed.

    Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, ensuring work is distributed and completed in a timely fashion What you will do : To fit this role, you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.

    Providing excellent customer service via email and phoneProviding 1st and 2nd level response to usersEscalating unresolved issues to 2nd and 3rd line support teamsInteract with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)Provide ad-hoc training and education to usersContribution to Knowledge Base articlesMaintaining contact with customers throughout the ticket life cycleTo identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.

    What should you have : University degree in Economics, Finance or equivalent work experience desired.English and German language domain is mandatory.

    3+ years of experience in Customer Service role, preferably in the Financial Services or Software industry.Excellent Customer Service skills in telephone and email etiquette.

    Strong problem solving skills. Client focus, interpersonal skills and ability to network.Proactivity and Continuous Improvement mindset.

    Maintains highest level of technical skill in field of expertise. This position requires a high degree of discretion and judgement.

    Experience with Contact Center solutionsPassion for learning new things every day and a continuous improvement mindse What we offer : Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journeyCompetitive salaryHealthcareEmployee Assistance ProgrammeActive Social Club with events throughout the yearFully subsidised CEP (certified equity professional) examsOpportunity to travel and work in our global offices if desired What our interview process is like : Step 1 After you apply, a recruiter may reach out to you for an introductory callStep 2 If your background is a match for the role, you may be required to complete a technical assessment (role depended) and / or phone interview with 1-2 peopleStep 3 If you continue through the process, you will interview 1-2 times We are committed to an inclusive and diverse Global Shares.

    Global Shares is an equal opportunity employer.

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