# Client Support Specialist

- **Entreprise** : [FNZ](https://www.keejob.com/offres-emploi/entreprises/16752/new-access/)
- **Lieu** : Tunis, Tunisie
- **Type de contrat** : CDI
- **Niveau d'études** : Bac + 4
- **Expérience** : Entre 2 et 5 ans
- **Langues** : Français, Anglais
- **Métiers** : Ingénieur Informatique
- **Salaire** : 2000 - 2500 TND Mois
- **Date de publication** : 2022-05-28
- **Date d'expiration** : 2022-05-28
- **Référence Keejob** : 156202
- **Statut** : Offre expirée

## Description

We are looking for a Client Support Specialist who is passionate by Support activities and would like to have a career in an international company, in the Private Banking domain, within an exciting environment

The candidate will integrate a cross-functional support team split between Switzerland and Tunisia, and will contribute to the creation of positive customer experience by providing support services (Tier 1 and Tier 2) on our banking products, ranging from Front-Office to Back-Office.

The candidate will have as main responsibilities, to

        • Simulate use cases and reproduce the problem in standalone or integrated environments.

• Analysis and exploration of logs with a strong ability to explain and/or escalate to the most relevant third party. 

• Maintenance of the Presales environment with readiness checks and contributing to resolving deficiencies in the functionalities of the system 

• Ensure service management by clarifying the links between issues raised by the support/service by module or by customer. 

• Supervision of an internal project of advanced search in the support portal (based on Machine Learning) 

• Onboarding of new hires on different support applications with a comprehensive knowledge transfer and extensive functional and technical skills

 • Dispatching incoming customer tickets from support/service to different CS/PS/MS teams with relevant prioritization and urgency notification 

• Participate in the improvement of the support process in terms of SOP(s) standardization, incident management, urgency policies...

**Technical Skills :**

       • Ticketing platform: JIRA

  

• Clients communication: Xtreme Support Portal, e-mails and phone calls 

• AWS cloud services: EC2, S3 

• Versioning systems: Bitbucket (Mercurial Hg), Hydra NixOs 

• Investigation & scripts: Linux CLI: CentOS, NixOS, systemd services, basic LogicBlox queries, Shell, Python 

• Monitoring Systems: Zabbix, DataDog, Rapid7 InsighOps

**Requirements/Skills:**

  * A past experience - of at least 2 years - on client support activities
  * Customer-service oriented 
  * Ability to stay calm when customers are stressed or upset.
  * Excellent communication skills and ability to maintain high customer service and satisfaction 

  * Ability to apply logical principles and analytical thinking to solve practical problems 

  * Strong interpersonal skills, and ability to collaborate with others 

  * Detail-oriented with good organizational skills

  * Good written and oral English level

  * Good knowledge of Finance and Banking domain.

  * Good knowledge of Oracle RDBMS and SQL is a plus

## Postuler

Cette offre n'est plus active. Page de l'offre : https://www.keejob.com/offres-emploi/156202/client-support-specialist/

---
Source : Keejob.com, le site de l'emploi en Tunisie.