Job Description

An exciting opportunity with a well-established software company based in Galway city are looking for cloud support associates with German to join their growing team.

 Main responsibilities include the following:

•  Analyse incidents, research solutions and provide answers easily understood by customers
• Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
• Document solutions to known issues and consulting questions
• Develop technical solutions to be posted to both internal and external knowledge base
• Liaising with Development and Field Teams to identify application errors and missing product functionalities for future releases (legal/non-legal requirements)
• Liaising with production management to identify and report application errors
• Document issues in a CRM system and defects in our engineering tracking tool
• Act as a liaison between our Product Management and Engineering teams
• Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product

 Technical Skills/Experience:

• Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
• Fluent English & German required: written and oral.
• Understanding the technical differences between on premise and cloud-based solutions
• Knowledge in Customer Infrastructure and Technology: Good knowledge of most common operating systems, MS Office Suite and basic networking concepts.
• Good understanding of mobile devices & technologies, web services concepts as well as HTTP/HTTP protocols and XML knowledge.
• Basic knowledge of a programming language (preferable an object-oriented language) would be an advantage.
• Understanding general use of add-ons, SSL certificates and system communications and security protocols
• Analytics: Understanding of report capabilities, how report fetches data, customization concepts in analytics and features such as broadcasts, cloud data sources, KPIs would be preferred.
• Knowledge in business processes would be an advantage.
• Knowledge in JavaScript an advantage