Notre client :
Our client is a global company providing specialized financial web solutions. They are looking to expand their support team with a proactive and customer-focused 1st Level Support specialist. The team works with clients primarily in the New Jersey, USA time zone and ensures timely and professional handling of technical inquiries through phone, email, and remote access.
Your Tasks:
- Handle incoming support tickets: create, classify, perform initial analysis via web interfaces, and attempt to resolve issues independently.
- Provide support during New Jersey (GMT-5) hours: 12:00 PM – 6:00 PM.
- Respond to customer inquiries promptly, aiming for a maximum 1-hour response time.
- Resolve tickets according to priority levels.
- Support users via phone, email, and remote access tools (Financial Web Interface).
- Document all troubleshooting steps and communication in the ITSM system.
- Assist customers step-by-step to ensure issues are understood and resolved.
- Follow up to ensure customer satisfaction and relay feedback to relevant internal teams.
- Participate in initial training (2 weeks) on financial systems and ITSM processes.
- Attend service review meetings at least once per month during the initial period.
Required Experience & Skills:
- Degree in (business) informatics, IT, or a related field.
- Experience in IT help desk, technical support, or a similar customer-facing role.
- Confident English communication skills, both written and spoken.
- Friendly and professional attitude with strong customer orientation.
- Basic understanding of IT infrastructure and database environments.
- Familiarity with SQL and experience with tools such as MS SQL Studio or PostgreSQL is a plus.
- Ability to analyze Java stack traces and server logs is an advantage.
Conditions de travail
Semaine de travail de 5 jours, journée de travail de 8 heures, horaire flexible ;
Travail à distance.