We are looking for a Support Specialist who will provide DataWalk analytical platform users with a world-class level customer support.
As a 2nd Line Support Specialist, you will be responsible for delivering a direct support to end-users, both on clients and partners side. You will represent the company, clearly communicate with customers and listen to their needs. In this position, you will be engaged in running diagnostics on the DataWalk system, finding solutions for technical issues or escalating to the other groups within DataWalk.
You will provide an assistance to all types of application users in the following areas:
providing support in using analytical features of the application and managing the core model;
configuring the application features, data import, user management, application troubleshooting;
system troubleshooting, backups, updates, and upgrades.
We are looking for an individual with a very good command of English, excellent communication and problem-solving skills. This is an excellent career development movement for a professional individual to join a high tech company with a fast moving environment and excellent development prospects.
Providing excellent customer service via phone and email to DataWalk clients and partners across the globe.
Incident / Problem management, ensuring all SLA’s are met through the timely resolution and effective communication.
Supporting users in the use of DataWalk software, including answering technical inquiries.
Providing support in software configuration and upgrades.
Assist in the testing and development of new system versions.
Preparing comprehensive and accurate documentation.
Covering initially 16/5 shift pattern (morning and evening shifts).
Qualifications and Skills:
Minimum 3 years of experience within support, service delivery, IT specialist or similar with proven track of record.
Advanced IT understanding & PC experience, good technical skill set.
Excellent verbal and written communication skills in English and Polish language.
Very good interpersonal skills with a strong customer service orientation.
Ability to communicate technical and complex information both orally and in writing.
Great sense of responsibility, sense of urgency, good time management, self-starter able to work independently.
Customer-focused, team player prepared to go the extra mile to deliver service to the customer.
Strong data analysis skills and the ability to navigate spreadsheets to identify trends, outliers, correlations and reconciliation needs across large data sets.
Active TS Clearance from US Government.
Comfort level working in a metric-driven environment, including reporting on and improving business performance against a set of monthly KPIs and metrics.
Prior experience working with Government clients, Law Enforcement Agencies and/or clients focused on intelligence analysis.
Nice to have:
Experience with a variety of systems and tools including: Windows OS, Linux OS (RedHat/CentOS).
Experience with scripting, programming, or SQL, LAN/WAN, TCP/IP networking.
Work in a high tech company with Polish-American work culture and an excellent development perspective.
Growth opportunities in a passionate team of professionals.
Challenging and inspiring environment.
Friendly atmosphere and attractive package of benefits (private healthcare, life insurance, multisport cards, fresh fruit, physiotherapist care on the premises).
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