Application Support Agent

CED Group is a European service provider for many insurers, property managers, corporates, and governments. Its business consists of protecting and restoring value for the citizens of all over 14 European countries. 1500 employees and experts are serving our customers all over Europe.

CED is a  workplace where you can take initiative, where everyone encourages you to show what you can do, and where you build the future with your colleagues

Duties and Responsibilities :

-Perform in-depth troubleshooting including DB analysis and reading system logs to identify and solve complex support issues that were escalated by 1st level support

 -Understand and document business flows

 -Communicate and coordinate with users to more understand their requests

 -Initiate and follow-up with dev and QA teams for technical root causes analysis

 -Open Jira tickets for support requests with all collected details

 -Write new improvements/Stories in collaboration with Support Lead and validate them with business

 -Assign valid support tickets for dev team to resolve them in collaboration with Support Lead

 -Provide direct support if configuration issue or incorrect use of the system

 -Test fixes with coordination with QA team and Support Lead to ensure problem has been adequately resolved.

 -Perform post-resolution follow-ups

Skills :

• Junior profile
• Excellent troubleshooting skill
• Fluent English and excellent customer facing and communication skills (verbal and written)
• Ability to comply with tight deadlines
• Multi-tasking, self-learning, highly motivated and a team player
• Experience with using Microsoft Office, including Excel and Word
• Knowledgeable in SQL Query Language