First Level Support Engineer

Avaloq; Scotland; Hybrid; GBP 60,000 - 80,000

Job 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.

Responsibilities:

1. Answer customer questions via ticketing tool, email or eventually by phone
2. Troubleshoot technical problems and provide solutions
3. Escalate issues to the appropriate team members
4. Document customer interactions and resolutions
5. Stay up-to-date on the latest software releases and features
6. Work with other team members to improve the customer support experience

Qualifications:

1. Fluent German both written and spoken is a must
2. Strong proven track record of successful delivery within technical support
3. Strong troubleshooting skills
4. Excellent communication and customer service skills
5. Proficiency in the use of various technical tools and software

It would be a real bonus if you have:

1. Experience within the banking sector
2. Avaloq Banking System knowledge
3. Skills in the German language (spoken/written) B1-B2

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 wholeheartedly 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.

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