Platform Support Analyst
Immedis, Bulgaria
Job Description
Immedis is a specialist division of a multi award-winning global financial services group established in 1996, with over 1,300 employees in over 33 offices worldwide, providing payroll and tax services to organisations and individuals in over 100 countries every day. Our product and software innovation centre is based in Varna Bulgaria and is home to the team leading the future of our technical platform.
The Immedis Product and Development Team have been fundamental in the design and build of an enterprise-level cloud software and service driven solution for the delivery of international payroll and global mobility tax services firmly positioning Immedis as the market leaders in global payroll technology and services.
What Are We Looking For:
We are searching for motivated, talented and driven Platform Support Analyst?to join our team in?Varna The Platform Support Analyst is a cross functional role that works with our Customers and all teams across Immedis to ensure that technical issues are managed to resolution in a timely manner.
You’ll provide knowledge and usage tips, along with performing diagnostics on reported problems. You’ll then work to resolve those issues, which can include working closely with our Technology and Product teams.
Along with providing clear communication and excellent customer service (internally and externally) your primary motive is to never receive the same question twice. You’ll regularly step back, look at the reoccurring questions and issues and develop solutions that address this.
This is a great opportunity for someone to work on leading edge platform and gain great cross functional technical experience.
Main Responsibilities:
- Provide Immedis Operations Teams and Immedis Customers technical support on Immedis Platform requests
- Work with the team to manage and prioritise incoming technical support requests
- Ensure clear and regular communication without Customers and internal teams on the status of requests
- Work in the team to ensure the smooth running of the current production environments.
- Deal with complex configuration and technical challenges that may arise
- Escalate and manage 3rd level support as needed
- Be an expert in the features and functionality of the Immedis platform
- Create and publish articles for our Knowledge Base relating to Immedis Platform usage best practices
- To report regularly to their direct line manager for status of completion of tasks
- To be ready to learn new and different technologies, to get new certifications and to get familiar with all new systems.
Requirements
What Are the Desired Skills:
- 2-3 years experience in a product support role
- Excellent Customer Service skills
- Excellent command of English
- Strong MS Office stills with proven problem solving ability
- General technical proficiency and an ability to learn
- Strong organizational skills, problem solving and attention to detail
- Ability to multi-task and succeed in a results oriented, high pressure environment with an understanding of the need for 100% accuracy
- Self motivated and solid team player with a client-service oriented approach
- Strong Database knowledge with a proficiency in SQL or similar
- Experience with CRM systems (e.g. Zendesk, ServiceNow)
- Excellent communication skills
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good team player and at the same time be able to take sole responsibility for the tasks assigned to them
Benefits
What We Do For You
We are an entrepreneurial, hypergrowth, global, payroll technology company with global blue-chip customers. We want to appoint a dynamic professional to our Team.
- Class A office on central location
- Additional health insurance package
- 20 days paid annual leave
- Internal paid training
- Attractive salary and performance bonus program
- Many company events and parties
- Option for sport card partly paid by the company
- Option for flexible working hours when required by the employee
- Very friendly team and company environment
- Option for company paid relevant professional certificates or courses
- Company mobile phone and plan after 1 year of service
If you are interested in the position you can submit your CV in English by pressing the button Apply for this position.
We would like to thank in advance to all candidates. Shortlisted applicants will be contacted for