Enterprise Application Support Specialist

15 hours ago


Remote, Czech Republic Simon-Kucher Core Business Services Sp. z o. o. Full time

At Simon-Kucher Core Business Services Sp. z o. o., we are seeking an Enterprise Application Support Specialist to join our fast-growing team as part of the Simon-Kucher Engine.

Simon-Kucher Engine's digital end-to-end solutions deliver sustained top-line impact for our clients, and we need someone who is passionate about delivering excellent customer support.

About the Role

We are looking for a highly skilled and experienced Enterprise Application Support Specialist to provide second-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.

  • Support our pricing and loyalty applications, working with a diverse customer base ranging from large enterprises to medium-sized businesses, and collaborating with both business and technical users.
  • Respond to customer support requests or inquiries, communicating with customers throughout the resolution process.
  • Document and track support cases, including root cause and resolution.
  • Ensure timely resolution and customer satisfaction.
  • Collaborate with cross-functional teams to escalate and resolve critical incidents.
  • Contribute to the development of support documentation and knowledge base articles.
  • Mentor junior support specialists and provide guidance on best practices.
About You

To be successful in this role, you will need:

  • A strong background in SaaS application support, with experience in ticketing systems (e.g., Zendesk).
  • Excellent communication and interpersonal skills, with the ability to empathize with customers and provide a high level of service.
  • Strong problem-solving skills, with the ability to analyze complex problems and provide effective solutions.
  • A bachelor's degree in Computer Science, Information Technology, or a related field, with 2+ years of experience in SaaS application support; OR 4+ years of relevant experience in SaaS application support if no formal degree.
What We Offer

In return for your expertise and dedication, we offer a competitive package that includes:

  • Long-term employment based on an employment contract.
  • Private medical insurance in the highest package fully paid by the employer.
  • Multisport card fully financed by the employer.
  • Annual bonus.
  • Bonus option grants - an additional bonus program dependent on the company's performance.
  • Remote work subsidy of €500 to start, then monthly bonus for utilities.
  • International Travel Safety card.
  • Access to LinkedIn Learning, Bookboon and Headspace.
  • Birthday book for the employee.


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