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Customer Experience - IT User Support Specialist (M/F)

Date:  Jun 23, 2022

The Oberalp Group is a management driven family business - a house of brands that creates high quality technical mountaineering products. We have 6 own brands Salewa, Dynafit, Pomoca, Wild Country, Evolv and LaMunt. As an exclusive partner of other brands in the sports sector we offer our entire know how in communication, sales and image building. 
We are a team of 850 employees in 10 countries worldwide – a group of adventurers and dreamers, mountaineers, looking for their next peak. 

The IT User Support Specialist (M/F) is responsible for providing day-to-day technical support to employees for software/application related systems. He/she responds to and diagnoses problems with users, which includes trouble shooting, fault rectification and problem escalation. He/she provides effective and timely resolution of users’ problems, queries or complaints. 

 

Tasks & responsibilities

  • Providing real-time support to B2C and B2B systems’ end users, manage second level support for Retail system
  • Responding to, researching, diagnosing, and resolving problems immediately, escalating more complex problems to senior level support
  • Maintaining ticket updates for all reported incidents
  • Take end-to-end ownership of hard-to-solve and slow-moving incidents
  • Reporting, updating and closing incidents according to the agreed processes, within the IT Service Management application (Atlassian JIRA)
  • Detect patterns in observed incidents and raise this to the management team as potential problems.
  • Identifying any necessary training requirements and escalating these to management as needed.
  • Development and testing of changes ensuring validity, accuracy and reliability of solutions
  • Training users on use of new applications

 

Profile

  • Bachelor's or Master's degree in Computer Science, Computer Engineering or equivalent professional experience.
  • Experience and skills in handling sales platforms like B2C, B2B, Retail(POS) systems
  • Working knowledge of collaboration tools such as Teams
  • Ability to effectively interact with customers and colleagues
  • Ability to work in a team environment
  • Very good English and Italian skills, German is an advantage
  • Results oriented, proactive, good organizational, interpersonal and communication skills
  • Problem solving skills and solution oriented 

 

Workplace: Flexible

If you are interested to work in a challenging, international and dynamic environment then apply now!