MobileXpense is a leading provider of global Travel Expense Management solutions for large multinationals and governmental organizations. MobileXpense's uniquely flexible SaaS solution simplifies a complex and often time-consuming problem for business travelers, HR departments and accounting departments around the world. The solution offers multinational organisations full regulatory compliance with country specific taxation and legal allowance regulations as well as the flexibility to adjust to company regulations and policies. MobileXpense serves more than 1.2 million end-users in over 100 countries. Customers include Bridgestone, Canon, BCD Travel, Burger King and many more.

The L2 Support team is responsible for restoring all incidents and for the delivery of standard changes and they provide specific technical support in the change process. Support engineers are experts in capturing the needs of our existing customers for all incoming requests and they are as such our technical ambassadors.
Tasks and main responsibilities:

• Provide L2 support to key users via Zendesk, our ticketing platform, and occasionally through conference calls or via phone calls
• Process tickets (questions and incidents) logged through Zendesk and perform categorization, prioritization, investigation, customer-facing resolution and ticket closure
• Test solutions proposed, or patches developed by the technical teams to solve incidents
• Request root cause investigations and impact analysis for recurring tickets
• Collaborate internally with the appropriate teams to test and configure the solutions proposed as long-term fixes
• Participate in Incident or Service Management meetings for strategic customers
• Create knowledge assets and articles in our Help Center portal

Accountable for :

• Customer satisfaction score of tickets handled by him / her
• Tickets solved within SLA or out of SLA
• Quality of resolution - first time right
• Ticket handling effectiveness and efficiency
• Deliver change requests according to internal processes and according to customers' expectations

Education: Bachelor or Master's degree graduate
Relevant Experience and Skills:

• Previous Technical Support or customer service experience
• Education and / or experience in SQL Database, Economics or Infrastructure fields
• The right attitude we are looking for is to understand the "why" of your daily activities, to challenge yourself, and to strive for excellence while not ignoring the workload
• Communication abilities: you like to initiate phone conversations or to organize an online conference to discuss with customers directly, so you can clarify things and avoid back-and-forth emails
• Logical thinking: based on given information, you can investigate and identify the root cause of an issue

Competences:

• Fluency in English and German
• Basic SQL knowledge (SELECT, FROM, WHERE, JOIN);
• ITIL certification
• Familiar with SAP or any other popular ERP (Oracle, Navision, Atlas etc.)
• Solid Excel knowledge (VlookUps, pivot tables, data formatting, IF functions)