EnglishManaged Services Support Agent
full-time
As a Managed Services Support Agent at SER, you are primarily responsible for providing technical support to Managed Services customers. You will provide second and third level support to ensure a high level of customer satisfaction and confidence in the SER software. Your tasks include the administration and configuration of SER software as well as the processing of error messages in connection with software, operating systems, databases and networks in compliance with service level agreements (SLAs).
Warsaw
Your responsibilities
- Technical support: Providing expert-level second and third level support for complex issues related to SER's software to ensure strong customer relationships
- Software operation and management: Maintaining optimal performance of SER software in customer infrastructures and cloud environments, ensuring SLAs are met
- Error reporting and resolution: managing and resolving error reports for software, operating systems, databases and networks, resolving issues both in the cloud and on-premise
- Customer Relationship Management: building and maintaining close relationships with customers, providing updates and managing expectations
- Compliance & Performance: Monitor SLA compliance and resolve performance issues promptly to ensure high availability of SER products
- Collaboration & Coordination: Work with internal teams to resolve complex issues and ensure comprehensive customer support
- Continuous Improvement: Keep abreast of industry trends and participate in initiatives to improve support quality and efficiency. Provide feedback to improve SER products and services
Your Profile
- Technical expertise: You have experience with complex enterprise software, ideally in the ECM/DMS/BPM industry and have good knowledge of databases, networks and web applications.
- Problem solving skills and initiative: You are creative, think outside the box, excel at problem solving and take the initiative to find the best solutions for customers.
- Customer focus: You ensure professional communication, respond to customer needs and contribute to customer satisfaction through timely responses and solutions.
- Documentation and compliance: You thoroughly document incidents and ensure the accuracy and completeness of ticket information.
- Continuous learning and collaboration: you are enthusiastic, inquisitive and team-oriented and share your knowledge to continuously improve your skills and services.
- Language skills: You have a very good command of written and spoken English to ensure smooth communication.
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SER Group Recruiting
SER is one big family with flexibility and great benefits as well as a modern office with first-class equipment.
Interested in finding out more?
Write to us or give us a call:
job@sergroup.com
Tel.: +49 228 90896-0
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