Support Engineer

Employer: SUSTAINALYTICS
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 19.09.2020
    Short company description

    Sustainalytics is a leading ESG and corporate governance research, ratings and analytics firm. We help investors around the world integrate environmental, social and governance information and assessments into their investment decisions. Come join us and work alongside some of the best professionals in the business to make a positive impact on the world.

    Headquartered in Amsterdam, Sustainalytics has 17 offices and more than 650 staff members globally. In Romania we have offices in Timisoara and Bucharest.

    Our work environment is fast-paced but allows all Sustainalytics professionals to develop an advanced skill set for today’s and tomorrow’s labour market, including change management, data processing, analytical and technical skills, as well as inter-team collaboration in an international organization. 

    To learn more information about us, please visit our website.

    Requirements

    3+ years of customer support, technical support or related customer facing role.
    Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
    Experience with relevant service desk solutions is required
    Knowledge of relevant databases (SQL, MongoDB)
    Experience with various network protocols (FTP, SFTP, SSH, HTTP, SMTP) is required
    Understanding of application architecture and system integrations

    Responsibilities

    Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
    Identify and escalate priority issues that need immediate attention.
    Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
    Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.