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Support Engineer

bij Clear2Pay in Brussel (fulltime)

About Clear2Pay

Clear2Pay is an innovative payments technology company focused on delivering globally applicable solutions for secure, timely and streamlined payments processing. Clear2Pay’s Open Payment Framework (OPF) enables financial institutions to improve internal payments processing efficiencies whilst at the same time providing their clients with better payment services that are faster, with richer payments related information.

Job ID: CBK_Support_Eng
Location: Diegem (Brussel)

Job Description
Clear2Pay is hiring a support engineer for the product CBK (chargeback package). (S)he will be part of a team dedicated primarily to support.
For best sharing of knowledge and optimal customer service, the support team is linked with the test team is under the supervision of the Test and Support Manager.

Key responsibilities and accountabilities
Regular daily operations tasks:
• provide the daily support to Clear2Pay customers using CBK package as an active member of the Support Team. This relates to First Level Support, and to Second Level Support in collaboration with CBK consultants and developers
• evaluate and manage Support problems priorities, and adapt schedules and workload accordingly
• escalate problems requiring more in-depth knowledge to appropriate internal resources, and keep track of these problems
• participate to software fixes validation/testing before sending them to customers
• keep CBK support customers’ configuration up-to-date
• build the knowledge database of all support events and of the corresponding repair actions
• maintain the existing CBK customer contact database
• communicate on a “regular” and on a “per event” basis with the CBK test, development & consulting teams
• depending on Support load, participate to other CBK tasks (testing, specifications review, support tools enhancement...)
On a cyclic “bi-annual” basis:
• Intensive support and follow-up due to the delivery of new CBK bi-annual versions updates (March-April, September-October)
• handle urgent questions/requests, in association with all CBK departments

Your Profile
Personal skills:
• strong communication skills (oral and written - towards our own team, customers, development team and the company management)
• analytical skills (problem analysis and reporting)
• able to work under pressure, handle priorities with other Support Engineers
• able to evaluate the required priorities and the need for problem escalation to the consultants and to the management
• flexible (changing work priorities and in some cases the work time for some exceptional actions servicing some customers located outside Europe)
• can work with objectives, is target-oriented
Technical skills:
• troubleshooting skills - experience in support environment
• basic knowledge in SQL (Oracle/DB2/SQL Server): being able to write/update basic SQL queries
• solution-oriented
• experienced in knowledge management
• knowledge of CRM tools and log analysis would be a +
• Development background would be a + that allows a broader open career path
• speak and write very good English
• be able to work within a team, and propose solutions/enhancements to improve customer's service
• be logical, accurate and well-organized, able to write the concise/short and well-structured notes/documents, presenting the analysis results, conclusions and the operational documentation
• a “technical education background” is a + (skills in script building, network and client/server architecture, virtualization...)
• be highly “customer focused” and “service oriented”

We offer
• Full-time position with excellent benefits
• Stimulating, entrepreneurial environment within an ambitious global firm
• Respect for your work/life balance

Send your personal data resume and covering letter to:
Daisy Van Dessel
Clear2Pay NV
De Kleetlaan 6A
B-1831 Diegem (Brussels)
With reference: CBK_Suppor_Eng

Equal opportunities are important for Clear2Pay. Therefore candidate's qualities are decisive criteria, regardless of sex, age, origin or disability.

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Gepubliceerd op 26-09-2013