Position: Global Support Analyst IRC150135 (Poland)
Company: GlobalLogic
Category: Support
Experience required: 3y
English level: upper

**Description:**

Our client delivers personalized experiences, cross-channel messaging and loyalty programs that add value to the customer relationships. The product enables marketers to rapidly scale and meet the demands of the modern consumer. Marketers can easily deploy targeted and triggered cross-channel campaigns, compile data from multiple sources, and strategically promote desired customer behaviors – effectively increasing revenue and enhancing customer experiences.

**Requirements:**

A list of job experience and qualification requirements is great, but what is most important to us is; attitude, aptitude, and a contagious client-focused approach. Everyone at Customer shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our Global Support team is no different, and we only hire people who have a passion for providing legendary client service, in a team environment, where a sense of humor is a must! But to be successful in this role, we are also looking for someone who will excitedly step up to the following:

- 3-5 years of related support/service experience, ideally in the SaaS space
- Relevant Bachelor’s degree or equivalent combination of education and experience
- Ability to adapt to a changing environment and handle multiple priorities
- Excellent English skills – both written and verbal
- Passion for client experience and organizational success
- Able to communicate technical concepts to non/less-technical clients
- Tenacious commitment to finding the root cause of issues
- Strong technical aptitude to learn Client’s Digital platforms and solutions
- Dependable, motivated, self-starter, with the ability to direct work efforts independently
- Obsessive attention to detail with a “get it done” attitude

**Technical Skills**
- Solid knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
- Solid knowledge of Linux/Unix production environments, networking, and security concepts
- Solid knowledge of databases including SQL
- Solid knowledge of high-level computer languages (CSS / HTML / JS (Not essential) / JSON / XML)
- Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, iFrame behavior, Meta tags, performance testing, etc)
- Solid understanding of cloud hosting platforms.

**Job Responsibilities:**

As a Global Support Analyst, you are responsible to help answer client questions and perform advanced troubleshooting of platform issues by providing the second line of support for internal stakeholders and clients. You are responsible for managing queues of incoming service requests and ensuring cases are handled within established SLAs.

- Answer “how do I…” type questions with best practices in mind
- Triage/Research/Troubleshoot platform issues submitted by client designated contacts
- Think on your feet and use our tools to “know” each client’s previous interactions with us
- Provide timely updates to clients and internal team members on cases
- Ensure cases of concern are identified, coded, and escalated appropriately
- Fully and clearly document all case details and troubleshooting steps in our CRM system
- Handle each client issue with the heart of a teacher and provide insanely comprehensive client experiences

**What We Offer**

Exciting Projects: With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment: You can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment  or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.

Professional Development: We develop paths suited to your individual talents through international knowledge exchanges and professional certification opportunities.

Excellent Benefits: We provide our employees with private medical care, sports facilities cards, group life insurance, travel insurance, relocation package, food subsidies and cultural activities.

Fun Perks: We want you to feel comfortable in your work, which is why we create good working environment with relax zones, host social and teambuilding activities and stock our kitchen with delicious teas and coffees!

**About GlobalLogic**

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic employs over 18,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred employer by both global HR consultative firms and local job boards. By creating a work environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our employees to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products and careers.