L1 Support Technician

Odmeňovanie

• From 1 800 EUR/month
• Information about the position
• Job description, responsibilities and duties
• Your Growth Unleashed
• Where your journey begins and your potential shines
• At Synpulse, we don’t just consult – we transform. As a leading global management and technology consultancy with Swiss roots, we empower financial institutions to navigate change and seize new opportunities. Since 1996, we've been shaping the future of financial services by delivering cutting-edge expertise in strategy, operations, and technology to banks and insurers worldwide.

Popis pozície (bez názvu)

In this role, you'll be the first line of defense for our client employees, providing exceptional technical assistance for client-side applications and troubleshooting a wide range of related issues. You will be part of The Business Enablement Collective, a collaborative group within our organization focused on delivering exceptional customer experiences. As part of this team, you'll work alongside colleagues in L1 and L2 Support as well as Business Analysts.

Vaše úlohy

• Provide first-line technical support to our client via ticketing system, chat channels, and other designated communication methods, ensuring prompt and courteous service.
• Troubleshoot software issues for client users, leveraging your technical knowledge and internal resources to identify and resolve tickets efficiently.
• Become a knowledge hub by accurately documenting all support tickets in our ticketing system. This includes tracking and managing tickets to resolution, following established procedures, and prioritizing tickets based on urgency and impact.
• Maintain comprehensive documentation of support procedures, known issues, and frequently asked questions to facilitate efficient problem-solving for both yourself and others.
• Foster collaboration by working closely with other IT support tiers and departments, like Business Analyst and Developers, to resolve complex issues that require escalation or cross-team input.
• Continuously improve processes by identifying trends in technical issues and internal procedures. Propose improvements to prevent recurring tickets and contribute to the knowledge base, empowering users to troubleshoot common issues independently.
• Provide timely updates to both end-users and internal stakeholders regarding the status and progress of their inquiries, within specified SLAs.

Benefity

• Five extra vacation days on top of regulation