SaaS AMS First Level Support Engineer at AVALOQ ASIA PTE LTD

Berlin, , Germany -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Ticketing Tool, Email Communication, Phone Communication, Issue Escalation, Documentation, Software Releases, Teamwork, Independent Work, Communication Skills, Organization Skills

Industry

IT Services and IT Consulting

Description

Company Description Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues. We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential. Job Description The First Level Support Engineer is responsible for providing technical support to customers of our SaaS platform. This includes answering customer questions, troubleshooting problems, and escalating issues to the appropriate team members. The ideal candidate will have strong technical skills and be able to work independently and as part of a team. Your key tasks Answer customer questions via ticketing tool, e-mail or by phone Troubleshoot technical problems and provide solutions Escalate issues to the appropriate team members Document customer interactions and resolutions Stay up-to-date on the latest software releases and features Work with other team members to improve the customer support experience Qualifications Professional fluency in German and English, both written and spoken, is required 1-2 years of experience in technical support or customer service management Strong troubleshooting skills Excellent communication, organization and customer service skills Ability to work independently and as part of a team Proficiency in the use of various technical tools and software Additional Information We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations. #LI-Hybrid

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Responsibilities

The First Level Support Engineer will be responsible for providing technical assistance to SaaS platform customers by answering questions, troubleshooting issues, and escalating problems to the correct team members. Key tasks include handling customer inquiries via ticketing, email, or phone, resolving technical problems, and meticulously documenting all interactions and resolutions.