Support Analyst

LEVEL:  Medium

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We are looking for a talented problem solver to join our Support team! Are you a passionate, energetic person? Do you like to get involved and can easily slide from one area to another? Do you like taking ownership and acting with initiative? If so, then this is the job for you!

Banqup Group is a publicly listed company with its headquarters in Brussels, offices all around Europe, and one office in Vietnam. We are a fintech company on a mission. Our playing field is unique, geographically diverse, and challenging. Things go fast, and you will learn new things every day. 

The first Romanian office opened in Timișoara in 2009, and now, we are a local team of over 150 product owners, software developers, business analysts, QA, and support analysts. Talented and passionate people are always welcome. Meet us!

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As part of our Support team, your focus will be to:

• Monitor the progress and resolution of production tickets in compliance with the agreed SLAs;
• Clearly communicate escalated issues to product and service managers as needed; 
• Implement necessary preventive measures to reduce customer faults and issues;
• Review all support related processes and documentation for continuous improvement;
• Provide Support (2LS) in function of the incident management process;
• Detect, investigate and resolve various production issues that impact our platforms and services;
• Detect recurring errors, minimize their frequency of occurrence or solve them completely;
• Monitor the applications based on automated alerts and determine their impact and urgency of such alerts.
• Help set up automated scripts to replace day to day repetitive manual tasks;
• Get involved in the development process by bringing forward ideas and suggestions of functionalities that enable quick and easy incident resolution;
• Extend and improve user documentation and knowledge base;

You will need to:

• Be proactive, forward-thinking and focus on problem solving more than problem finding;
• Think about continuous improvement - always find new tools and methods for yourself and your colleagues;
• Be the link between our 1LS and 3LS teams;
• Be capable to understand the problem, reproduce it and explain it to any stakeholder;
• Find quick workarounds or fixes to any of the problems that might appear;
• Keep up with the product and project development and be the ‘go-to’ person for functional knowledge.

What you bring:

• Basic knowledge of HTML, CSS, XML, XSD, JSON, SQL;
• Have heard or worked with Splunk, GCP, JIRA, Postman;
• Good knowledge of working with spreadsheets (Excel or Google Sheets): pivot tables, using VLOOKUP or other methods of combining data, building complex formulas, data formatting and charts;
• Capable to synthesize, aggregate and report data according to business-specific needs;
• Detail-oriented, analytical, open-minded and willing to acquire more technical knowledge;
• You value team effort and act as real team player; 
• You are an excellent communicator in English, both written and spoken.

What you win:

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We offer a competitive salary package aligned with your expertise and qualifications. In addition, our benefits package includes a medical subscription, a flexible allowance for benefit reimbursements, extra days off, and hybrid working arrangements.

Banqup Group is offering more and more services that require a great deal of trust from our customers. As a result, all roles within any of the companies of the Banqup Group are subject to some form of a background check. For most roles, this will involve a simple identity, degree and criminal record verification. For other roles, we might be required to also verify your employment history.

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We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. As an equal opportunity employer, we welcome applications from all backgrounds. Guided by the OECD Responsible Business Conduct and UN Human Rights principles, we are dedicated to ethical practices and making a positive impact through our innovative solutions.

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We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. As an equal opportunity employer, we welcome applications from all backgrounds. Guided by the OECD Responsible Business Conduct and UN Human Rights principles, we are dedicated to ethical practices and making a positive impact through our innovative solutions.