Troubleshoot issues with our customers directly and it developers
Operational support such as problem determination, incident resolution, incident escalation, critical situation disposition and closure
Create and organise product / internal documentation and standard operating procedures
Set priorities so that incidents can be resolved in a timely manner
Coordinate communication between first-line support and the software development team
You will participate as a project resource for IT / Customer Service related projects
Your work environment :
You will join a team of young passionate people dedicated to building the best online medical service offering in the Netherlands, Belgium, Luxembourg, Germany, Austria, and Switzerland.
The position is based at our headquarters in Luxembourg.
You will work alongside the IT and Customer Care departments and will be responsible for troubleshooting and solving the more complex issues our customers sometimes experience, like fine-
tuning synchronisation with 3rd party systems, investigating client- or platform-side technical issues, and helping make sure that our 1st line support team has the required tools and know-
how to efficiently solve the less complex requests. This work requires you to be very IT savvy and find your way around a multitude of systems and technologies, as well as regularly debugging systems at application code or database layers.
Bachelor's degree in IT or similar education or experience in a similar position
1-2 years’ experience in a similar support role focused on customer service
Knowledge of troubleshooting tools (e.g. JIRA, Confluence, Zendesk, ZoHo)
Excellent problem solving and strong communication skills
Positive attitude and team player
Basic knowledge of SQL
You speak and write English and German, and French is a strong advantage