Job Description:
L2 Support Specialist - Payment and Services
About the Role:
Unleash your potential in a role where big data and technology innovation intersect.
Work Environment:
This is a Lisbon-based hybrid opportunity - work from home for 3 days per week.
Main Responsibilities:
* Oversee requests from clients, including assistance, incident handling, change management, and reference data updates.
* Serve as the primary contact for clients, maintaining clear communication on activity updates and support services.
* Identify and implement improvement actions, contributing to the platform's ongoing enhancement and project initiatives.
* Prepare weekly activity reports, maintain incident records, and produce satisfaction survey analyses and billing data.
* Update administrator procedures, formalize action plans, and ensure timely reporting on service metrics.
Requirements:
* 2-3 years of experience in application support or customer-facing technical support.
* Strong client relationship skills and experience with reporting activity metrics.
* Ability to produce detailed documentation, including incident reports and action plans.
* Experience in customer satisfaction surveys and billing data reporting.
* Proficiency in French (C2 level) and strong communication skills.
Why You'll Love This Job:
As an Application Support Specialist, you will work for our client—a global IT leader driving innovation with cutting-edge solutions and services. You will be responsible for providing support for a secure file exchange platform, handling customer requests, managing incidents, and contributing to continuous improvement projects.