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Cloud Product Support Associate/Engineer

Employer
Manpower Ireland
Location
Galway
Salary
EUR28000 - EUR32000 per annum + benefits
Closing date
1 May 2018

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Sector
IT
Job Type
Permanent
Hours
Full-time
Manpower is looking to recruit Cloud Product Support Associate/Engineer - French or German speaking for a market leader in enterprise application software, based in Galway, Ireland.

Main responsibilities include the following:

Analyse the incident, research solutions and provide solid answers easily understood by customers
Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
Document solutions to known issues and consulting questions
Develop technical solutions to be posted to both internal and external knowledge base
Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
Liaising with product management to identify and report bugs.
Document issues in a CRM system and defects in our engineering tracking tool
Act as a liaison between our Product Management and Engineering teams
Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product
Adhering to SLA's and providing high Customer Satisfaction

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field
Fluency in English essential and 2nd European language preferred (German or French)
Familiarity with general IT concepts

Preferred (but not explicitly required):

Knowledge of any one object oriented programming language (Java, C++, ABAP/4 etc).
Familiarity with HTTP/HTTPS protocols as well as XML
Familiarity with RDBMS database concepts
Familiarity with operating system, networking concepts
Awareness of security protocols
Experience with HRIS systems
Passionate about learning new concepts and technologies
Excellent problem solving & analytical ability
Strong team player and comfortable working on own initiative

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