Junior User Support Analyst

Location Warszawa
Duties

In this role you will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth knowledge about an internally-developed, custom product. The role will facilitate the resolution of business-impacting incidents and service requests, while keeping customer satisfaction as its primary goal.

You will:

  • Act as a single point of contact for external customers seeking technical assistance over email and/or tickets, analysing issues and deciding on the best solution based on the details provided by clients as well as ensuring proper categorization of the tickets and correct assignment to the development team.
  • Create, analyse and maintain user- and support documentation.
  • Participate in project work, supporting development teams and assisting business process experts in defining standard operating procedures, process flows and related documentation.
  • Identify and suggest possible improvements on working procedures.
Required skills

REQUIRED

  • Proven experience in a customer support/operation role.
  • Proven experience in writing user- and support documentation.
  • An analytical and proactive approach while solving issues.
  • Good fluency in English and Polish.
  • Openness to learn new systems and technologies.

 

NICE TO HAVE

  • Experience with ticketing systems.
What we offer
  • Growth opportunities for international career development and implementing your own ideas. We support the largest Polish and international organizations in their Internal Audit, Compliance and Risk Management initiatives.
  • Flexible terms of cooperation: adjustable work hours, full-time employment or contract-based agreement.
  • Competitive remuneration and various bonuses such as access to special medical care (Medicover) and sport (FitProfit or FitSport) cards, free yoga lessons or fresh fruit every week.
  • Team retreats and internal activities such as the Ping-Pong League or family picnics.
  • Comfortable working conditions in a modern office and a friendly atmosphere.
Last modified Thursday, January 30, 2020