Job title: Client Support Specialist (English+German) (f/m/d)
Company: Deutsche Börse
Job description: 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!
Expected salary:
Location: Praha
Job date: Sat, 31 May 2025 23:16:51 GMT
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