Cloud Product Support Associate/Engineer - German

Location
Galway
Salary
EUR36000 - EUR40000 per annum
Posted
07 Dec 2018
Closes
14 Dec 2018
Ref
sp
Contact
Bianca Petri
Sector
IT
Job Type
Permanent
Hours
Full-time
What a day in a life of an Support Engineer looks like:

Engaging with customers by utilising real-time channels and tools
Liaising with development and field teams to identify application errors and missing product functionalities for future releases (legal/non-legal requirements)
Analysing incidents, perform in-depth troubleshooting to identify and solve complex technical issues
Providing timely and ongoing regular updates and solutions to our customers according to our Service Level Agreements (SLA)
Documenting solutions to known issues and consulting questions to be posted to both internal and external knowledge bases
Act as a liaison between our Product Management and Engineering teams
Collaborating with other employees, sharing knowledge and processā€improvement suggestions
How to be successful in our application process?

You will be fluent in both German and English (oral/written) to support our growing customer base. Having previous customer support experience is essential. To be successful in our clients company, you need an understanding of ERP and common business processes (sales, marketing, logistics, finance etc).

This opportunity will suit a fast learner who is self-motivated, has personal drive, a multi-tasker and has strong analytical and problem-solving skills. You will be part of a diverse global team environment; being an active contributor that enjoys learning from colleagues and sharing customer experiences is very important. If you have a passion for learning new concepts and technologies in this progressive market, then our client is for you!

Essential to this role:

A Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field of experience
An understanding of the technical differences between on-premise and cloud-based solutions
Knowledge of most common operating systems, MS Office Suite and basic networking concepts
An understanding/interest of mobile devices and technologies, web services concepts as well as HTTP/HTTP protocols and XML knowledge
An understanding of general use of add-ons, SSL certificates and system communications and security protocols
Knowledge of a programming languages (preferable an object-oriented language) would also be an advantage
Previous customer service experience

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