Incident Specialist

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