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Customer Support Engineer - Fluent French
by Garry Barcoe in Dublin City Centre
My client currently has a requirement for a Customer Support Engineer that is fluent with French and English to join their team in the HQ in Dublin. The ideal candidate will be expected to have very good customer and technical support experience to take responsibility of delivery of support to a rapidly expanding blue chip customer base.
Reporting to the Customer Support Manager, this role will require the successful candidate to quickly gain an understanding of the product architecture so that they can take immediate ownership of the existing customer support tickets. The candidate must respond to and analyze incoming support tickets to ensure that a high quality service is delivered to customers and adherence to strict SLAs in a 24x7 operational support environment is met.
Key areas of Responsibility
Job Requirements
Essential skills
Desired skills
Reporting to the Customer Support Manager, this role will require the successful candidate to quickly gain an understanding of the product architecture so that they can take immediate ownership of the existing customer support tickets. The candidate must respond to and analyze incoming support tickets to ensure that a high quality service is delivered to customers and adherence to strict SLAs in a 24x7 operational support environment is met.
Key areas of Responsibility
- Provide of phone and electronic support to our customer base
- Reproduce, investigate and diagnose problems with our core applications
- Liaise with customers to inform of progress, request information, manage expectations and close out issues.
- Take ownership of customer support issues and push them to resolution.
- Log, track and update incidents in our issue tracking system
- Contribution of knowledge base/FAQ to assist Customer Support in simplifying the support process
Job Requirements
- Experience in the support of web-based applications
- Good written and verbal communication skills.
- Experience of application support investigations directly with large customers
- Clear evidence of resolving challenging customer support issues.
- Past experience of developing the knowledge and skill to resolve issues in a fast turnaround time.
- Excellent organizational and time management skills
- Ability to work well under pressure and time constraints
- Experience of Financial Services industry from previous roles would be an advantage.
Essential skills
- 2+ years experience working in a customer support environment
- Ability to juggle conflicting priorities and demands on time
- An ability to be able to manage customer expectations
- Be able to self manage and work autonomously for periods of time
- Fluent in French and English.
Desired skills
- Commercial Java/J2EE experience
- Any of the following: Websphere, Tomcat, JBOSS, Weblogic
- Oracle 9i or 10g
- Good Windows Server 2003 skills
- Any flavour of Unix/Linux with AIX an advantage.
- VM Server management
Published at 02-06-2009
Viewed: 75 times
Viewed: 75 times