Tech Support Analyst
Porto Salvo, Portugal
há 2 dias

Tech Support Analyst, Customer Engagement

Department : Technology Solutions, EMEA

Grade : 130

Reporting Line : Tech Support Manager

Responsibilities :

  • Performs troubleshooting of client solution issue and provide resolution
  • Performs Business Administration and Data Maintenance activities following established processes
  • Provides support on Champion incidents, or escalated incidents from Field Users and on Service Requests using the ticketing tool and Request Fulfilment processes
  • Coordinates the routing and handling of Requests for Change to the next level of support with the help of the Client Service Partner
  • Escalate issues relating to product support or product operations to the next defined level
  • Additional activities include performing backups, console operations, i.e. monitoring the status of specific systems, job queues and running scheduled housekeeping jobs, such as database maintenance, file clean-up
  • Implement small change requests
  • Qualifications, Skills & Experience required :

  • 1+ years’ service analyst experience
  • Experience investigating incidents and identifying and implementing solutions
  • Clear client-friendly communication skills
  • Fluency in English, written and verbal
  • SFDC certification and 1+ years’ experience
  • Fresh graduate in IT or related discipline will be considered
  • Desired / Preferred :

  • ITIL certification
  • Salesforce Marketing Cloud certification
  • Exposure to Pharma commercial applications, especially CRM
  • Fluency in languages other than English
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