operator support client level 1 – maia



COMPANY OVERVIEW
Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.
Our 650 employees provide a daily support for well-known costumers, leaders in digital transformation of their Supply Chain. Generix Group is present in more than 60 countries, through our 9 subsidiaries and our partnership network. Nowadays, our application services are used in more than 6.000 companies worldwide.
Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life! In a supportive environment, you can freely share and improve and skills and expertise.
Generix Group is growing along with its talents, so let’s build our future together!
Ready to join us the challenge of digital transformation of prestigious clients?

JOB DESCRIPTION
As part of the Costumer Support Department of Generix Group, you’ll be involved in a team working on a “3x8h – 7/7days” shifts.

MAIN RESPONSIBILITIES
– Creation and processing of customer requests;
– Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
– Apply the necessary actions for the first analysis of the incidents, in order to solve the level 1 occurrences according to the SLAs. Provide alternatives and disclosure patches for the costumers;
– Management of the relationship with the customer: carry out the necessary and proper communication for the declared incidents and requests, until their resolution;
– Escalate incidents and requests: transmission of out-of-order incidents and intervention requests to the appropriated services;
– Understand and apply procedures and instructions.

EXPERIENCE REQUIREMENTS
– Degree in Software Engineering, Information Technology, Mathematics or similar;
– Basic knowledge of Windows and Linux Operating Systems is required;
– Basic knowledge of network protocols (TCP/IP, http, ftp) will be a plus;
– Prerequisites: analytical skills (ex. Analyze and identify the causes of an incident), synthesis skills and be comfortable on the phone in order to reassure the customer.
– Ability to work in a team and be autonomous. Be able to apply the instructions and given procedures;
– Fluency in French is mandatory;
– Good level of English would be a plus. Basic level is mandatory;
– Flexibly to work in shifts (day and night): 3×8 hours and 24/7.

OFFER
– Attractive wages and benefits;
– Good team spirit and collaborative environment.

Empresa: Generix Group
Local: Maia, Porto
Tipo: Full-time;


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