Client Support Specialist (English+German) (f/m/d)

Your area of work:

As a member of the Client Operations Support team, you will assist our clients with technical incidents, requests, and inquiries in tickets and service orders.

As a member of the Client Operations Support team, your primary focus will be assisting Deutsche Börse Group (DBG) clients with their technical needs related to DBG infrastructure and connectivity. This encompasses:

• Incident Management: Troubleshooting and resolving client’s incidents as Level 1 support.
• Request Fulfillment: Processing client requests, with a focus on new connectivity setups, changes and cancellations, as well as other connectivity-related needs.
• Technical Support: Responding to technical inquiries from clients regarding z/OS systems and connectivity.
• Internal Collaboration: Working with various internal teams on a range of tasks to ensure seamless client service.

Your responsibilities:

• Provide first level customer support via tickets, e-mail and phone.
• Manage and coordinate client’s network connectivity service requests from placement to fulfillment.
• Coordinate and track customers’ requests and the entire network connectivity process.
• Build and maintain strong interpersonal relationships with our customer base through prompt communication, predominantly via e-mail.
• Build and maintain strong interpersonal relationships with our internal teams.
• Maintain internal knowledge documentation.

Your profile:

• University degree or equal experience
• Fluency in written and spoken both - English and German is required.
• Experience with client support is a plus
• Distinct communication skills, client service experience and willingness to work in a team
• Analytical skills with excellent understanding and anticipation of customers’ technical requirements
• Fast learner, precise, detail-oriented, proactive, independent, and goal-oriented mindset.
• Proven ability to organize, plan, and prioritize to meet customer needs.
• Proficient in using state-of-the-art office products (Outlook, Word, Excel).

Would be an advantage:

• Basic knowledge of SAP system CRM7
• Understanding of the ITIL framework

You can look forward to our benefit package:

• Hybrid Work and Flexible working hours
• Work from abroad - 12 days of remote work from EU countries per year
• Group Share Plan - discount on company shares
• Pension fund contribution - 3% of your gross salary (5% after 5 years with us)
• Health & Wellbeing - fully covered Multisport card, life & accident insurance, sick days and 100% salary contribution during sick leave (up to 56 days)
• 25 vacation days
• Mobility - fully covered public transport in Prague & free parking
• Flexible Benefit Account (Pluxee) - 1200 per month
• Personal Development - annual budget of €690 ... and way more!