IT Customer Service Analyst with Dutch

JOB SUMMARY
 
Provide technical support for resolution of customer IT problems, incidents,
issues, requests and queries. Liaise with other support teams, or product teams
as required to resolve requests/issues in a timely manner. Ensure proper
documentation, notification, escalation, tracking and follow up of all
incidents. Focus on customer contact, not transaction processing.. 
 
KEY RESPONSIBILITIES
 
 
Ensure proper documentation, notification, escalation, tracking and follow-up
 
• Receive and log internal and/or external customer problem/request/issue and
ensures proper documentation 
 
• Perform customer request/problem identification and follow defined
procedures to resolve correctly; document troubleshooting efforts and customer
information in data capture tool and, when required, transfer call or promptly
notify responsible party for resolution 
 
• Perform incident notification and escalation to ensure
problems/requests/issues are communicated effectively and receive proper
management attention 
 
 
Manage team and liaise with support/product teams to resolve requests/issues in
timely manner
 
• Share information required for the team to be successful 
 
• Act as the primary knowledge resource for a product/service and use this
knowledge to raise process and/or procedure improvement opportunities to
supervisor/team lead, and promote client products and services by suggesting
additional or alternative products to meet customer’s needs 
 
• Manage the team by resource-planning to optimize availability, set
individual goals/objectives and ensure individuals meet their targets 
 
• Deliver new hire training/refreshers; recommend enhancements to existing
training content, and assist in the design and creation of relevant training
material 
 
 
Provide technical support to resolve customer IT requests/issues
 
• Develop and maintain knowledge of customer and customer-specific business
environment, customer Service Level Agreements and department’s/product’s
key performance requirements 
 
• Demonstrate understanding of the customer’s business needs or market and
maintain high customer satisfaction ratings 
 
• Follow up on incidents to ensure customer satisfaction; complete outbound
customer contacts to resolve customer issues or recommend products/services,
e.g., request bill payment, follow up on customer issues; complete and resolve
non-call customer contact requests received by mail, web or email 
 
• Assist with monitoring and tracking incidents to ensure resolution occurs
within the customer Service Level Agreement 
 
• Identify root causes for customer dissatisfaction and recommend solutions to
improve overall customer satisfaction; take accountability for effectively
handling senior-level escalations or customer complaints received via various
sources 
 

SKILLS & PROFICIENCY EXPECTATIONS
 
 
ROLE SPECIFIC SKILLS
 
• 3rd Party Vendor/Partner Management (Trained)
 
• Availability Management (Trained)
 
• Capacity & Performance Monitoring (Trained)
 
• Capacity Management (Trained)
 
• Incident Management (Trained)
 
• Infrastructure Management and Production Controls (Trained)
 
• Problem Management (Trained)
 
• Quality Assurance (Trained)
 
• Release and Deployment Management (Trained)
 
• Trouble & Ticketing Management (Trained)
 
 
 
KNOWLEDGE & SKILLS
 
•         Knowledge of web applications concepts: HTML, HTTP, browser,
server
 
•         Knowledge of web services concepts: exposed vs consumed,
synchronous vs asynchronous, XML, XSD
 
•         Experience with Microsoft SQL Server Management Studio and
T-SQL basic SELECT queries
 
•         Troubleshooting of software applications
 
•         University-level diploma (preferably in Computer Sciences)
 
•         Fluent in DUTCH AND ENGLISH (speak/read/write/understand),
French language skills are a big plus
 
•         Willing to develop knowledge in the area of Capital Markets
 
•         Very good communications skills
 
•         Very good interpersonal and teamwork skills
 
•         Patience and attention to details
 
 
PRIMARY RESPONSIBILITIES
 
•         Perform support via email and phone for application with less
than 50 users located in Paris
 
•         Work with users to clarify and understand issues raised
 
•         Solve issues by using various tools: SQL Server Management
Studio, application and Windows Server logs,
 
•         Work with development team to understand impact of new releases
 
•         Work with development team and business analyst to track and
analyze issues
 
•         Assist development team with testing of new application
releases
 
•         Promptly escalate issues
 
•         Work will be during regular business hours and regular work
days