Customer Support

Critical Position Objectives:

Ensuring efficient project management and maintenance services, by coordinating interventions, monitoring systems, and maintaining a proactive relationship with clients, so that technical requirements and SLAs are respected.

What You Will Do (Responsibilities):

• Providing technical consulting in implemented projects and those under warranty or post-warranty, using the Rasirom implementation methodology and managing potential conflicts or risks;
• Collaborating with clients to analyze their needs and identify how the ticketing solution responds to them;
• Maintaining necessary documents in the project file throughout its implementation duration;
• Monitoring and tracking planned activities in the project;
• Maintaining a relationship with the client and ensuring prompt responses;
• Respecting and applying legal requirements relevant to the role;
• Administering archives and current documents at the client's location;
• Participating in internal project reviews to support control and adherence to procedures in the implementation methodology;
• Monitoring systems (network, servers, sensors) under preventive maintenance;
• Opening incident or event tickets regardless of entry point (phone, email, portal, WA);
• Escalating technical issues to level 2 or on-site engineer if not having necessary competencies;
• Coordinating multi-technical interventions (multiple verticals involved);
• Serving as a single point of contact for clients with ticket management throughout their lifecycle;
• Tracking SLA conditions for all tickets in progress;
• Informing department heads/managers about major incidents and SLA breaches;
• Coordinating with subcontractors in projects under maintenance to resolve defects related to their equipment;
• Updating documentation after corrective maintenance;
• Reporting on SLAs, physical interventions, validation post-remediation;
• Sending intervention documentation to the beneficiary.

Our Requirements:

• Bachelor's degree in a technical field (Computer Science, Engineering, Automation, Software Engineering);
• 1-3 years of experience in technical support or IT services;
• Maintenance and troubleshooting skills for hardware and software issues;
• Experience communicating with clients, explaining technical solutions in a simple manner;
• Bachelor's degree in a technical field (Computer Science, Engineering, Automation, Software Engineering);
• Moderate-advanced level of English language skills (reading, writing, speaking);
• Experience communicating with clients, explaining technical solutions in a simple manner and maintaining hardware and software issues;
• Patience and calm under pressure – manages difficult situations or dissatisfied customers without losing control.

What We Offer:

• Your Health Matters - we offer a medical insurance package for you and one family member (partner or child) from Regina Maria;
• We Celebrate Together – You get an extra day off on your birthday, plus days off on March 8th (Women's Day) and November 19th (Men's Day).
• Care for Your Daily Comfort - you benefit from meal vouchers worth 40 lei/day.
• Easier Commute to Work – We cover your monthly transportation costs (RATB or Petrom/OMV fuel card – 150 lei/month).
• No Extra Fees for Your Vacation - we cover your transportation costs during vacation time (400 lei/year, for a minimum of 5 consecutive days).
• We Protect Your Eye Health – We cover the cost of eye exams and glasses (500 lei/year).
• Your Salary Remains Aligned with Economic Context - we adjust your salary according to inflation, in accordance with applicable legislation.
• We Share Our Success – You participate in profit-sharing according to CCM, based on the period worked and applicable conditions.
• Flexibility When You Need It – You have up to 24 hours of leave per year (maximum 4 hours/day).
• Relaxation at Your Desk – We offer massage sessions for moments of recharging.
• Prioritizing Your Well-being and Time for Yourself – You benefit from discounts at Therme, World Class, and 7Card.
• Supporting You in Caring for the Little Ones - we cover up to 1,000 lei per month for childcare or kindergarten costs for children under 6 years old.
• We Invest in Your Continuous Growth – We offer technical training and soft skills development programs.
• We Mark Important Moments in the Year - we organize activities and events dedicated to colleagues and their families.

Logistical Details:

• Job Type: Full-time, availability for work in shifts 12-24.
• Location:Bucharest.
• Career Level:Middle-level (Entry-level)