Senior Customer Operations & Support Engineer (24/7 Shift)

Job Title:

Job Summary:

We are seeking a dynamic and experienced Senior Customer Operations and Support Engineer to join our Thales Payment Services Customer Operations & Support (COS) team.

As a COS team member, you will participate in the customer service management covering the entire Payment Services portfolio. You will be part of a global team that delivers 24/7 support and monitor all our cloud services to act proactively and meet the requirements of Service Level Agreements.

As a Senior COS Engineer, leveraging technology and data-driven insights you will participate in elevating the overall customer satisfaction by working with the team on the improvement plans, focusing mainly on communication and reactivity.

A week in the life of a Senior Customer Operations & Support Engineer

• You will establish and own contact with customers for case management (request/incident).

• You will deliver Level 1 technical support on Payment Services and escalate critical issues to Level 2.

• You will provide service monitoring and associated predefined actions.

• You will regularly review our communication practices to adopt improvements.

• You will participate to the handover from set-up to production by reviewing service documentation and monitoring, testing and internal tools.

Responsibilities:

• Develop and implement crisis communication plans and protocols.

• Act as the primary spokesperson during crisis, ensuring consistent messaging.

• Coordinate with various teams to align communication efforts.

• Monitoring system performance and ensuring the correct functioning of internal and external systems.

• Ensuring compliance with SLAs and customer contracts.

• Escalating issues to appropriate resolver groups.

• Ensuring adherence to ITIL best practices.

• Responding to and resolving support requests via phone, chat, and ticketing systems.

• Developing and maintaining documentation of incident records, knowledge base articles

Qualifications:

• Bachelors degree in computer sciences.

• 3+ years of experience in customer service and ITIL related role.

• Excellent written and verbal communication skills.

• Proficiency in cloud services and Linux

• ITIL Foundation Certificate

• Analytical skills to interpret customer feedback and performance metrics.

• Ability to work collaboratively in a multicultural and international environment.

Preferred Skills: To succeed at this job, you must have:

• Customer communication expertise, especially in difficult context or crisis.

• Experience with Linux or Unix administration, AWS/Cloud, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.

• Proficiency in ITIL processes and best practices

• Familiarity with cloud services and analytics tools.

• Strong troubleshooting and problem-solving skills

• Ability to work independently and as part of a team.

• Understanding of service level agreements (SLAs).

• English proficiency, other languages