Technical Support (Level 2)

We are looking for a Technical Support to work in Lisbon who's eager to embark on an exciting new opportunity! Apply here <endereço ocultado>

About KWAN

We connect IT professionals with projects that match their skills, professional experience, and goals, then we offer a career progression program, delivered by in-house specialists - our People Experience Partners - to guide them through our journey with us.

What is this challenge about:

• Serve as the primary point of contact, providing first-line application and technical support.
• Log and document all incidents, service requests, and queries with accurate and complete information.
• Investigate and respond to client inquiries via phone, email, or ticketing system in a prompt, professional, and courteous manner.
• Perform first-level technical troubleshooting and issue resolution following established guidelines and procedures.
• Execute reporting, data extraction, and application configuration requests as required.
• Escalate complex issues to higher-tier support teams based on predefined escalation paths.
• Communicate regular updates to clients to keep them informed on issue status and resolution progress.
• Support internal project and development teams during the rollout of new product releases.
• Contribute to continuous improvement of monitoring, alerting, and measurement tools.
• Work in rotating shifts, with start times between 6:00 AM and 7:00 PM.
• Provide occasional Saturday support for technical operations, as part of a rotating schedule.

Does it sound exciting? Apply now! <endereço ocultado>

What we are looking for:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• +3 experience as a Tech Support.
• Strong analytical and problem-solving skills.
• Ability and willingness to develop deep technical knowledge of multiple products, technologies, and stock market processes.
• Experience in application or technical support roles.
• Familiarity with ITIL best practices.
• Experience with AS400 systems.
• Banking or stock market knowledge is a plus.
• Excellent written and verbal communication skills.
• Customer-focused mindset with strong client service orientation.
• Effective team player with collaborative attitude.
• Autonomous and capable of managing priorities independently.
• Living in Lisbon (Hybrid role)
• Fluent level of English.

Do you meet most of the position requirements? Then grab this opportunity and apply now! <endereço ocultado>

What we offer

• A project that matches your skills and ambitions, as well as your preferences for working policies and culture.
• A competitive salary with awesome benefits and opportunities to leverage your knowledge and network to earn additional income.
• An empowering and respectful work culture enriched with social and learning events.
• A People Experience Partner specially assigned to you - your go-to career guide, responsible for supporting your growth, facilitating training, and ensuring your work-life balance at KWAN.
• A relocation package and visa sponsorship for all our international hires.

Some Words From Our Colleagues

“At KWAN, they make sure that I feel comfortable with the client I’m working for and that what I’m doing aligns with my career aspirations.”
 - Luis Caldeira, DevOps @ KWAN

Grab this opportunity, apply now! <endereço ocultado>

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