Job Location: Brasov Bucharest
Job Type: Full Time

Required skills

1 digital support agent in Europe with application support experience required, as well as some additional technical competences:
Required: .NET v. 4.7, MS.SQL
Preferred: Sitecore knowledge, Zola, Unicorn


  • Provide assistance, advice and level 2 technical support for RC markets on:
    – global digital solutions deployed by the client’s Digital Factory,
    – the CIAM (Customer Identity and Access Management) part of local digital solutions,
    in order to advise, prevent or solve problems of use or operation encountered.
  • Regularly check market requests on Zendesk and analyze their severity.
  • Carry out a regular review of tickets awaiting customer response or escalated to external support (level 3)
  • Accurately qualify and resolve incidents related to platforms, integrations with other solutions or the customer environment.
  • Escalate urgent unresolved issues quickly to the Business Care technical specialist or level 3 experts.
  • Record a history of requests in order to keep the traceability of requests by taking particular care of communication reports.
  • Enrich the Zendesk Help Center by sharing the problems encountered as well as their resolution method.
  • Promptly inform the manager of urgent requests or requests whose deadline does not correspond to the agreed SLAs
  • Ensure downward communication to markets in the event of platform or infrastructure incidents.
  • Capture ideas for digital platform improvement, consolidate them and assist with their prioritization carried out together with the product teams.
  • Carrying out all of these tasks according to the quality and deadline requirements set by the client’s SLAs.
  • 1-3 years of experience (Junior), preferably with a solid background in digital / IT support
  • Excellent communication skills; a proactive approach to collecting all required details for issue investigation and managing different experts to support with issue resolution
  • Ability to work in tight deadlines if needed / occasionally under pressure
  • Advanced levels of French and English (spoken and written); other European languages would be a plus
  • Good understanding of incident management and request management process best practices
  • Good understanding of problem management, change management and knowledge management best practices
  • Previous experience with ticket management systems (Zendesk, ServiceNow or others)
  • Previous experience with development task management solutions (Azure DevOps, Jira etc.)
  • Solid understanding of web technologies and digital application architecture
  • Previous experience with e-commerce solutions

Previous experience with working in an international environment with multiple markets

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