Customer Support Analyst

To join a very dynamic company and a motivated team, we invite you to apply for the position of: 

Support Analyst 

DEPARTMENT: Financial Messaging - Service Desk 

LOCATION: Geneva, Switzerland

REPORTING TO: FMHead Of Support 

JOB OVERVIEW 

The Support Anaylst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms. 

RESPONSIBILITIES AND DUTIES 

The Support Analyst will have the chance to handle the following responsibilities: 

• Analyse, understand, and reproduce situations existing within our products 
• Define and request configuration and code solutions 
• Deliver high quality technical directives 
• Follow-up, resolve or escalate of cases using ITIL procedures 
• Track, describe and update the cases in our ITSM management system 
• Communicate clearly with the different internal, third party and client teams 
• Manage multiple cases in parallel 
• Be part of the 24/7 OnCall rota 

QUALIFICATIONS 

Formal Education & Certification 

• University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role. 

Knowledge & Experience 

• Experience with Linux machine operating systems  

• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus. 
• Experience with Knowledge base management using KCS methodology 
• Proficiency of SQL queries 
• Knowledge of Fintech environment would be an advantage 

Personal Attributes 

• Proven analytical and problem-solving abilities. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Exceptional customer service orientation. 
• Experience working in a team-oriented, collaborative environment 
• To be rigorous, methodical, and organised 
• Sense of responsibility appropriate to the banking industry 
• Exceptional oral and written communication skills  
• Highly self-motivated and directed. 
• Multi-tasking abilities 

Languages 

It is required to be fluent in English. Any other languages will be a plus. 

Only the applications matching the required skills will be taken into consideration 

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