Support Engineer (Siemens 2d level Agent) (offline)

Brightfin software helps large companies (B2B, enterprise-scale) manage everything related to telecommunications and cloud services, as well as expenses on that. At the scale of our customers such as Siemens, this translates to millions of dollars of savings + much happier people. We automate all major business processes, be it ordering a new phone or requesting a virtual machine from Amazon, etc., thus through integration with major telecom and cloud providers via APIs.

We are looking for a Support Engineer (Siemens 2d level Agent) to join our team.

We are looking at you:
- Excellent written and verbal communication skills in English, as well as another language as required(B2 at least)
- Ability to handle any customer interaction professionally and with a service-oriented attitude;
- Strong technical and analytical skills;
- Experience in L2/L3 support process or equivalent;
- Reliable and precise work style, even under time-pressure;
- Knowledge of ServiceNow is a plus.

Will be a plus, but not necessary:
- ServiceNow knowledge is an advantage
- Experience in SaaS support
- Familiarity with the telecom sector
- Knowledge in IT processes and best practices (ITIL)

Responsibilities:
- Working in Customer’s IT help desk system with requests/incidents from users;
- Action/Solve/Update/Close/Re-assign tickets;
- Finding solutions from previous cases using the Knowledge Base;
- Involve 3rd level if required;
- Responding to client queries
- Maintaining and enhancing knowledge articles 2nd level but also for 1st level to avoid 2nd level tickets
- Providing input for continuous improvement measures
- Service hours are flexible: from Monday to Fryday, you can start your working day from 9/10 or 11 am and finish it in 8 hours;
- On-call duty may be required for major incidents once in a while.

We offer to you:
- Fun and exciting corporate culture of transparency, productive challenging & innovation
- Flexible work environment
- Full remote work
- Educational events
- Paid sick days/vacations: ROWE approach
- Theme parties
- Health Insurance
- English courses