Position: Customer Support Engineer
Company: Interlogic
Category: Support
Experience required: 2y
English level: intermediate
Published: 2022-04-01T00:00:00+03:00

In Lobyco we have created the customer loyalty and sales platform for the future across the global retail industry. Our app solution enables retailers to move from omnichannel marketing to individually tailored communication and sales. We make the shopping experience better and more fun. 2,5 million Danes have our solution as a natural part of everyday life and the app is also active with customers in other markets such as Greenland, Iceland, and Romania. 

You will be part of the support and operations team that delivers Service, Support, Application Maintenance, DevOps tasks and User Management to external and internal customers. 

Customer satisfaction will be one of your daily focuses so solving problems of our clients should be something that motivates you and brings personal satisfaction of job done. 

**Responsibilities:**
- Attend daily standup  
- Answering calls and tickets from internal and external customers. And solve or dispatch these. 
- Ensure that all customer queries or requests are logged, managed, followed up, and closed as per the internal and customer-specific SLA’s. 
- Handling Incidents and customer requests 
- Perform a thorough analysis of tickets before escalating to level 
- Preparing SLA reports. 
- Improving, and documenting ITIL processes 
- Provide feedback to Product Teams on support trends, issues, and any item impacting customer satisfaction. 

**Requirements:**
- 2+ years of experience within support and/or Application Maintenance 
- Previous experience in a customer service role  
- Strong analytical and problem-solving skills 
- Experience within ITIL processes  
- Experience with working on tickets in an ITSM system  
- Experience with writing support documentation and procedures  
- Motivation for working in a distributed setup 
- Very good English skills, written and spoken 
- Service-minded approach 

**Would be a plus:** 
- Experience in solving Operational and Application Maintenance tasks in an Azure environment. 
- Hands-on experience with Access Management within O365 and Azure environment. 

**We offer:**
- Stable projects and long term employment
- 20 days of paid vacation
- 90 days of fully paid sick leaves
- Office in the city center with park area around
- No bureaucracy
- Free accounting services
- Free English courses