Technical Support Specialist

16 hours ago


Midlothian, United Kingdom Avaloq Full time
Job Description

The First Level Support Engineer role at Avaloq is a key position in our SaaS platform, requiring strong technical skills and the ability to work independently and collaboratively.

  • This includes answering customer questions, troubleshooting problems, and escalating issues to the appropriate team members.
  • We are seeking an individual with excellent communication and customer service skills, as well as proficiency in various technical tools and software.
Responsibilities:

The ideal candidate will have a strong proven track record of successful delivery within technical support, with a focus on problem-solving and issue escalation.

  • Answer customer inquiries via ticketing tools, email or phone, providing timely and effective solutions.
  • Troubleshoot complex technical problems, leveraging technical expertise and resources to resolve issues efficiently.
  • Evaluate and escalate customer issues to senior engineers or other stakeholders as necessary.
  • Maintain accurate documentation of customer interactions and resolutions, ensuring seamless knowledge transfer.
  • Stay up-to-date with the latest software releases and features, applying this knowledge to improve customer support experiences.
  • Collaborate with cross-functional teams to optimize customer support processes and workflows.
Qualifications:

We require:

  • A minimum of [insert salary] per year, based on experience and qualifications.
  • Fluent German language skills (B1-B2 level) for effective communication with customers.
  • Strong technical skills, including proficiency in various software applications and technical tools.
  • Proven track record of delivering high-quality results in a fast-paced technical support environment.
  • Excellent interpersonal and communication skills, with the ability to work effectively with diverse stakeholders.
Preferred Qualifications:

We welcome candidates with:

  • Experience working in the banking sector, with a deep understanding of Avaloq's products and services.
  • Familiarity with Avaloq Banking System, including its features and functionality.
  • Additional languages, particularly English and/or German, for enhanced communication capabilities.
About Avaloq

Avaloq is a leading provider of wealth management and private banking software. We prioritize diversity and inclusion, fostering an inclusive culture where employees can thrive. Our commitment to equal opportunities ensures that all applicants receive fair consideration, regardless of background or origin.



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