A support manager is the primary customer contact for operational enquiries of any Avaloq Product. They are the first escalation point for operational frictions and react on them according to defined processes.
You will have a group of customers that you are personally responsible for, building up a relationship of trust with them, ensuring that they receive an appropriate level of support from various teams, getting to know them, their projects and hot topics, handling their escalations and requests.
Excellent written and spoken English and German is required as is a strong customer focus and the ability to convince others of your viewpoint even if it conflicts with theirs.
As you will often be negotiating between internal and external customers, it is important that you are able to understand and empathise with multiple perspectives and points of view and be able to mediate between them. This task requires not only empathy, but the strength of character to push through sometimes difficult decisions.
A strong IT affinity is important as you will be a superuser of multiple internal tools, creating and pulling reports as well as training internal and external customers on their use.
Within Avaloq there are many ongoing projects where the Support Team is often required to contribute, as such you need to be able to work well in a team and help to provide creative solutions.
Occasional travelling may be required.
- A Bachelor's or equivalent in business or IT
- Experience in application or IT support teams.
- An understanding of banking.
- An understanding of Agile development principles would be useful.
- SQL would be helpful, but is not essential.
- Excellent written and spoken German and English, other languages may be useful.