- Registering, prioritizing, and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure
- Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients
- Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations, and expectations and communicating with various stakeholders
- Understanding customer needs including relevant features and configuration requests
- Conducting calls with customers to help them and manage the case until it's fully resolved
- Participating in knowledge sharing among colleagues
- Translating business needs into technical language (and sometimes back again)
- 2+ years of experience in customer support with technical products,
preferably in SaaS products - Practical experience querying SQL Databases
- Familiarity with JIRA and Confluence
- Experience working directly with external customers via email, phone, or video
- Superb communication and interpersonal skills, including ability to provide informative updates to customers and global internal stakeholders
- Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
- Self-sufficient in researching Support tickets through various methods including technical documentation
- Ability to manage a busy workload and balance multiple priorities
- A positive, flexible solutions and ideas-focused approach
- Willingness to support PL public holidays on a rotational basis or provide compensated on-call coverage during out-of-shift hours or weekends
- Experience with GitHub, and Kibana is a plus
- Some practical experience in programming languages (Python, Ruby, JS) and any of the BI Tools (eg. Postman, Tableau, PowerBI, QuickView) is a huge plus
- A starting annual salary in the range of PLN gross, aligned to your skills and experience. Reviewed annually
- Private medical care packages: individual, partner, or family
- Multisport card
- Life insurance package
- A success-sharing bonus scheme, so we recognize and reward your effort
- 600 PLN annual allowance to help you make the best of your home working environment
- Unlimited annual holiday, because we trust our people to manage their own time off
- Flexibility around working hours, as long as you're delivering what's needed
- Flexible working policy, including work-from-home opportunities
- Opportunity to work abroad for up to 6 weeks per country per year
- Enhanced family leave provisions
- Personal learning and development opportunities (annual dedicated budget)
- Referral bonus if we hire someone great who you've recommended to us
- An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company
- Employee of the Month and Employee of the Year awards
- 4 Volunteering days off that can be used flexibly based on the employee's choice of initiative
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Customer Support Specialist L2 - Wrocław, Polska - Duco
Opis
About Us
Duco is making waves Businesses in the digital economy succeed or fail based on their ability to deal with masses of data and complexity quickly and efficiently, and many of the world's leading companies trust Duco with the management of their complex, mission-critical data. Duco brings together data quality, reconciliation, data prep, and management in one agile, cloud-based platform.
Headquartered in London, with offices in New York, Boston, Wroclaw, Singapore, and Antwerp. Duco serves clients across the globe. Our customers include over 15 of the largest global international banks as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.
About The Role
At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You'll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.
This role is central to almost every other team in the company. You'll be working directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.
What you will be working on
Ideally, you will have
Our benefits
Want to do a little more research before you apply?
Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn.
Disclaimer
Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at . Include your contact information, the role you're applying for, and how we can accommodate you.
During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.
