1st Level Support (Ref.No: FLS 22/02)

Consulting
Full-time
Starter
Sofia

Job Overview

The employees of the 1st level support are the first technical instance for the classification and solution of inquiries. The 1st level support is mainly performed by Junior and Expert Support Analysts. If you feel like working with a young and dynamic team to help our customer’s profit from our ERP solution, then this job is just right for you.

Responsibilities

  • Perform all support desk duties in a substitute capacity or to assist in day-to-day operations as needed
  • Communicate proactively with customers on a regular basis
  • Ensure proper severity classification (as per SLA), categorization (technical pillar) and review of issue description and preliminary information for completeness to process the issue
  • Research available sources for known errors
  • Researching whether sample solution, best practice or training content is available
  • Developing a solution or workaround
  • Documenting all steps taken to find a solution in the support tool
  • Identifying recurring issues that are prepared for online content in coordination with and by Education
  • Follow up on the reported issue and prepare to pass on to 2nd level if necessary
  • Reporting delays/escalations and unexpected issues to supervisor while proactively providing suggestions for finding solutions and/or improving processes
  • Actively participate in the onboarding of new support colleagues

Qualifications / Skills / Education

  • An analytical mind and the ability to work in a team
  • Structured approach, solution-oriented working method
  • High reliability and quality awareness
  • Readiness to move forward and a great attention to detail
  • Knowledge of organizational processes in manufacturing companies is an advantage
  • Familiarity with ERP systems or business software is an advantage, with abas even better
  • Fluent English - written and spoken
  • German language is an advantage

Part of the abas project team

  • You will be part of Dynamic, motivated and international team
  • You will receive education and training
  • Great chances for personal development

If you recognize yourself in the announced position, please send your CV in English. CVs in other languages will not be examine.

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**Only shortlisted candidates will be contact for an interview.

 

Apply here by the following e-mail address:

[email protected]