Job purpose:

The Customer Technology Incident Specialist, positioned within the Customer Technology department of Customer Experience, is responsible for managing the complete lifecycle of technical incidents. This role involves identifying, classifying, responding to, and resolving incidents related to Transporeon platform and its products. 

Responsibilities:

Assist in resolving platform incidents by analyzing technical systems

Monitor and respond to platform performance issues

Help maintain and update system documentation

Serve as a point of contact for customers during incident management process

Support the enhancement of internal support processes for better efficiency

Identify and suggest improvements to enhance service quality and customer satisfaction

Collaborate with team members on customer experience improvement projects

Qualifications:

1+ years of experience providing customer technical support

Basic understanding of configuring web-based applications (HTTP/SOAP/REST/FTP)

Foundational technical skills (SQL, XML, XSL, JSON, CSV)

Basic programming skills (Java, JavaScript)

Excellent English language skills (C1 level on the CEFR Scale)

Fluency in the native language of the country of employment

Strong self-motivation and commitment to continuous learning

Excellent communication skills with both internal and external customers

Problem-solving and analytical approach with the ability to interpret technical solutions