Business Services Support Specialist

Role & Responsibilities

    • Provide ongoing customer helpdesk support of business applications:
      • Deliver a first level support service receiving incidents and service requests from various routes including telephone and e-mail;
      • Ensure a prequalification of all support tickets and maintain incident tracking system updated from the input of issues through the resolutions, including any necessary escalation;
      • Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed;
      • Manage and safeguard the confidentiality, performance and availability of our business applications.
    • Identify and report issue to second level teams if need exists:
      • Associate incidents to known errors or problems
      • Allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Provide reporting Helpdesk procedures:

    • Preserve and grow the knowledge of help desk procedures, products and services;
    • Document all identified solutions in the Knowledge Management platform.
  • Participate in new customer projects.

Required Skills

  • Fluent in German, French and English (both oral and written)
  • Education level: Bac+2 / Bachelor in Technical Studies
  • 3 to 5 years’ experience in remote technical support gained in a similar environment;
  • Experience in the payment industry would be a very strong advantage;
  • Ability to use Ticketing systems and disposition tools, MS Office, Internet, Outlook;
  • Curious, passionate for IT and self-learner;
  • Knowledge of IT networks and Operating Systems is a strong asset;
  • Service minded, active listening, attention to detail and result oriented profile;
  • Ability to communicate verbally and in writing with both technical and non-technical users;
  • Flexibility, ability to work under pressure and stress with customers;
  • Strong organizational and multi-tasking skills;
  • Great adaptability and team spirit.

If you are interested in this position, please send your Curriculum Vitae and your cover letter to the Six Group Human Resources department (job.lux@six-group.com), under the reference number CF1716.

  • Fonctions Back-Office
  • Payment Services
  • Luxembourg
  • Fonction multiple sans responsabilités de leadership
  • Temps complet

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