IT Support Analyst in Prague

IT Support Analyst in Prague

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  • Locatie Tsjechie
  • Accommodatie No
  • Bedrijf Accenture
  • Categorie IT, Klantenservice
  • Salaris Competitive

You will be part of a small Dutch speaking team based in Prague that will provide technical support concerning IT problems, incidents and queries towards a client. There will also be the need to liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Focus in this role will be on customer contact.

 

Key responsibilities will include, but may not be limited to:

  • Perform customer request/problem identification and follow defined procedures to resolve correctly; document troubleshooting efforts and customer information in data capture tool and, when required, transfer call or promptly notify responsible party for resolution
  • Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promote client products and services by suggesting additional or alternative products to meet customer’s needs
  • Deliver new hire training/refreshers; recommend enhancements to existing training content, and assist in the design and creation of relevant training material
  • Demonstrate understanding of the customer’s business needs and maintain high customer satisfaction
  • Follow up on incidents to ensure customer satisfaction; complete outbound customer contacts to resolve customer issues or recommend products/services, e.g., request bill payment, follow up on customer issues; complete and resolve non-call customer contact requests received by mail, web or email
  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction; take accountability

 

Basic Qualifications

  • Fluency in Dutch and English
  • Knowledge of web applications concepts: HTML, HTTP, browser, server
  • Knowledge of web services concepts: exposed vs consumed, synchronous vs asynchronous, XML, XSD
  • Experience with Microsoft SQL Server Management Studio and T-SQL basic SELECT queries
  • Troubleshooting of software applications
  • University-level diploma (preferably in Computer Sciences)- nice to have
  • Willing to develop knowledge in the area of Capital Markets
  • Very good communications skills
  • Very good interpersonal and teamwork skills
  • Patience and attention to details

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