Position: Application Support Manager
Company: Neocles
Category: Support
Experience required: 3y
English level: upper
Published: 2020-11-01T00:00:00+02:00

Get it done. Setup and manage all support engineering processes to optimize our client satisfaction. Meet Neocles!

Engineer Digital Simplicity… and run it.
We build and run a business-critical transactional SaaS platform that powers several globally operating brands. Our clients care about digitizing and optimizing their self-service selling and buying operations to perfection. We care about their success. To improve their business our web and the mobile-based platform provide retailers with the experience to easily place large orders with our clients. At Neocles you work on a product that is transforming the way big brands do business.

Our Application Support Department is one man (or woman) strong... you. You make sure all processes run smoothly, technical issues are diagnosed precisely and fixed immediately as much as possible. If this is not possible, you'll be working closely with our technical teams to resolve issues together. You are the linchpin between clients, stakeholders, product teams, and development teams. Your challenge? To excel in customer satisfaction.

A Day in a Support Specialist's Life:

• Handle incoming help requests from the technical teams of our clients and automated system alerts through JIRA Service Desk, mail, and phone
• Respond with empathy to clients, dealing with their needs, and acknowledging their operational pressures and deadlines
• Advise clients through a combination of experience & guideline documentation to resolve technical issues as much as possible before escalating to the product teams
• Understand questions, bugs, and incidents from the clients and conduct the first diagnosis of problems through effective troubleshooting and root-cause analysis
• Ensure proper documentation and explanation of issues and diagnosis outcomes when escalating to the product teams
• Monitor and track the flow of issues to ensure a speedy resolution
• Assist in incident management, logging, resolution, and reporting
• Identify recurring issues and work together with product teams to develop long-term solutions and define continuous improvement activities
• Develop and maintain high-quality documentation and FAQs on functionality, resolution steps, and procedures to make clients self-service and reduce the load on our organization
• Support with internal IT activities and tooling, such as account provisioning, access management, onboarding of new colleagues, license management of third-party vendors
• Assist QA engineers when needed

What will employers expect from you?

• 3+ years of experience in Technical Support roles;
• Experience with troubleshooting using SQL, system logs, and performance metrics;
• Preferably, experience with ITIL;
• Upper-Intermediate - fluent English language (written and verbal);
• Customer-centric approach;
• Problem-solving capabilities to devise technical and creative solutions;
• Mature time management skills and ability to prioritize.

Soft Skills:

• You are proactive, communicative with good stress on leadership;
• You're a team player that operates across teams and clients;
• You are serious about work and motivated to get better;
• You love challenges, continuous change, and accountability;
• You are honest.

Some perks you get working with us:

• Have an unlimited study and get reimbursed for it: English courses, professional courses, mentoring;
• We support your development with your personal growth plan on all levels: tech skills, soft skills, salary;
• We give you the possibility to work in mixed teams across Ukraine and Amsterdam;
• Re-evaluation of your hard skills, soft skills & salary plan every 6 months;
• Yearly trip to Amsterdam to work from our HQ;
• International annual company trip: we go and work from somewhere together for a week (Malaga was last destination), having nice breakfasts and dinners together;
• Yearly trip to Amsterdam to work from our HQ;
• We don’t like to micromanage, you work according to your personally established OKR’s in the system;
• We have a friendly atmosphere with a lot of challenges and humour.

Professional winnings:
Get in the zone: You’ll discover your true capabilities. Stretch and grow.
Get more done: You’ll get to get more done.
Get Together: You’ll join a team that enjoys the thrill of hard work.
Get Growing: You’ll learn fast by experiencing ‘honest discomfort’.
Get serious: You’ll get more real in our no-nonsense environment.

Read more at www.neocles.io/careers/why-work-with-us
Get in touch

Do you care about moving forward? Hopefully, we got you thinking. The first step in closing this ‘real deal’ is finding out if you and Neocles are a potential match. It’s up to you: apply directly online, drop by the office for a coffee, or get in touch to schedule a (video) call with the team first. Any questions?

After applying our recruiter will review your application and have a ‘screen call’ with you. Positive outcome? You’ll have a first interview with two engineers. Great result? You’ll have a second interview with our CEO (John Scully) and COO (Sohrab Hosseini). All good? We’ll send you an offer and… Get Going.