Customer Support – Delivery / with EN and FR
Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris.
In Portugal, we partner with over 120 clients and a team of over 500 people, working in projects for industries as diverse as banking, insurance, transportation, aviation, energy, and telecom.
Headquarters of the Nearshore IT center, Alter Solutions Portugal has a dedicated team of around 30 specialized professionals, integrated into projects with several internationally renowned clients.
Responsibilities:
1. Provide front line support and act as primary contact for our clients and internal technical/support teams.
2. Log all questions, incidents, problems, and requests with accurate and complete information.
3. Research and respond to all calls, e-mails, and requests professionally, promptly, and in accordance with established guidelines and procedures.
4. Perform first-level technical troubleshooting and problem solving.
5. Fulfill reporting, data extraction, and application configuration requests.
6. Escalate requests and incidents to the next level of tier support based on established guidelines and procedures.
7. Provide ongoing, regular updates to customers to keep them informed of progress toward problem resolution.
8. Support internal project and development teams during new product releases rollout.
9. Drive continual improvement into monitoring, measurement, and alerting practices and tools.
10. Work in alternating shifts with earliest start at 6:00 AM and latest finish by 8:00 PM.
11. Ensure ON Call prevention nightly and weekend shifts on an alternating schedule.
12. Occasional weekend or night onsite interventions.
Requirements:
- Fluent in both French and English (near native level).
- Analytic and problem-solving skills.
- Ability and willingness to acquire in-depth knowledge of different technologies and products.
- Relevant academic background (minimum 3 years).
- Previous experience in similar functions.
- Knowledge of SQL.
- Experience with AS400.
- Banking knowledge and Stock (nice to have).
#J-18808-Ljbffr