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Application Support Consultant/Helpdesk

HRK S.A.

Warszawa, mazowieckie

HRK S.A.
- Rekrutacja prowadzona online -

 

Dla swojego strategicznego Klienta - dużej, międzynarodowej firmy, lidera w zakresie dostaw rozwiązań dla logistyki - poszukujemy osoby na stanowisko:

Application Support Consultant/HelpdeskMiejsce pracy: Warszawa

In the support process, Application Support Consultant is the contact for our customers and for internal support regarding: incidents, problems, questions,  requests and serves a crucial role in cooperation between our company and customers (mainly first and second support line). Application Support Consultant has overall understanding of all our products, a basic knowledge about logistics (ERP) and communicates well with colleagues, knowing their role within the company.  

 

Role mission:
  • Provide professional customer service, care about customers trust and find for them best solutions
  • Continuously improve the knowledge of our products
  • Solve cases within the Service Level of Agreement
  • Good communication with colleagues within company
  • Have sufficient knowledge about systems and be able to understand and communicate well with the customers
  • Remain open minded, flexible and versatile
Responsibility and authority:
  •  Process customers reported incidents, problems, questions, requests or enquiries
  •  Securing usage of methodology, policies, support guidelines, tools and process used by our company
  • Use defined company tools
  • Log and close cases according to support guidelines
  • Secure Nilex as a knowledge bank by entering adequate information
  •  Collect necessary and adequate data
  • dentify system and send to the responsible support department
  •  Prioritize according to customer’s Service Level Agreement and business impact of the incident
  • Make sure that all cases are solved within Service Level Agreement
  • Notify and alert at any external or internal IT disturbance
  • Contribute with multi-tasking capabilities, including different kind of assignments
  •  Maintaining customers support account
  •  Day to day running of staffing in the different support lines
  •  Use experience from previous problems and how they have been solved  
  • Verify solutions
  • Keep track of upcoming solutions and additions created for issues in the systems
  • Determine whether the reported incident is chargeable or warranty according to company’s guidelines.
  •  Locate available resource with relevant role and experience for the problem
Basic skills:
  • Strong written and oral communication skills in native local language and English
  • Strong skill to understand complex problems
  • Troubleshooting
  • General understanding of logistics and logistic equipment
  • Service Agreements
  • Case management system
  • Basic operative system knowledge (AIX, Windows)
  • Basic interface knowledge
  • General knowledge in WMS and/or SattStore
  • Some insight in OS/DB
  • Customer Account Management
  • understanding of IT

 

We offer:
 
  • Attractive salary and benefits;
  • A friendly working atmosphere in a friendly, stimulating and international environment
  • Stable work in international structures, in a company with a very good position
  • Excellent skills and career development opportunities
  • Work with the latest solutions and technologies
  • Training abroad
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.

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