Banking Sector | Technical Support (Hybrid)

At Devoteam, a Banking Sector Technical Support Specialist is tasked with the response, analysis, and resolution of various technical issues. This includes ensuring that customer issues are restored promptly according to established SLAs, meticulously documenting every reported issue for future reference, and using ticketing systems to track progress. Specialists also measure service metrics and key performance indicators to enhance the ticket resolution process while collaborating in a cross-functional manner with customer success, product, and engineering teams.

To apply for the Technical Support role at Devoteam, you should have a technical background in fields such as Network Systems, IT, or Electrical Engineering. Knowledge of operating systems like Linux and Windows is crucial, along with strong troubleshooting skills that help you come up with effective solutions for complex issues. Proficiency in English is required, and knowledge of French would be an additional advantage.

Devoteam is dedicated to the continuous growth of its employees. For those entering the Banking Sector Technical Support position, comprehensive training is provided on technical support processes, tools, and policies. This training emphasizes hands-on learning experiences focused on enhancing problem-solving capabilities and effective communication with customers and internal teams.

In the hybrid work model at Devoteam, Banking Sector Technical Support Specialists split their time between working remotely and in the Lisbon office. This flexibility allows for a balanced approach to collaboration, with most communication and problem-solving tasks being managed through digital platforms. It also fosters a supportive atmosphere, encouraging team members to connect both virtually and face-to-face when necessary.

The culture at Devoteam is deeply rooted in the belief of 'Tech for People.' As a Technical Support professional, you'll find a diverse and inclusive environment that values creativity and innovation. The company actively promotes equal opportunities and embraces the unique strengths each employee brings to the team, encouraging a collaborative spirit that enhances the overall workplace experience.

In such a situation, it's essential to empathize with the customer's feelings and acknowledge their frustration. A calm and reassuring response is crucial. Explain the reason for the delay clearly and outline the steps you're taking to resolve the issue. Keeping communication lines open while ensuring timely updates can help rebuild trust and demonstrate commitment to customer satisfaction.

When answering this question, focus on the STAR method: Situation, Task, Action, Result. Briefly describe the technical issue you faced, your role in diagnosing and solving the problem, the actions you took, and the positive outcome. This approach not only showcases your technical skills but also your problem-solving abilities.

To efficiently manage high workloads, prioritization is key. I would first categorize tasks by urgency and complexity, tackle high-priority issues promptly, and ensure I’m using effective communication to keep customers updated. Utilizing ticketing systems to track and manage tasks can also greatly enhance efficiency and ensure that nothing gets overlooked.

I stay informed by dedicating time to continuous learning. This includes attending workshops, online courses, and seminars relevant to my field. Following industry blogs, participating in forums, and engaging with peers allows me to not only stay updated on new technologies but also share insights and best practices with my team.

Having worked with various ticketing systems, I understand their role in tracking and managing customer issues effectively. I find them invaluable for maintaining an organized workflow. I strive to carefully track all interactions and resolutions in the system, as this data is instrumental for continuous improvement of technical support processes.

When explaining technical problems to non-technical customers, I focus on simplifying complex concepts. I try to use relatable analogies, avoid jargon, and break down the issue into easy-to-understand terms. This approach helps the customer grasp the situation without feeling overwhelmed, fostering a better understanding and trust in the solution provided.

I'm drawn to Devoteam's commitment to technology that serves people and the emphasis on collaboration and innovation. The opportunity to be part of a diverse team that actively seeks to create a positive impact through digital transformation resonates with my professional values. I believe my background and skills align well with the need for creativity and effective problem-solving in this role.

One of the most challenging aspects of technical support can be managing the varied skill levels of customers while ensuring they feel supported and understood. Balancing technical details with empathy and clear communication is essential, as it helps build rapport and ensures customer satisfaction, even in challenging situations.

In a technical support setting, I believe teamwork is vital. I approach collaboration by ensuring open communication, sharing knowledge, and supporting my colleagues. By leveraging each team member's strengths and collective problem-solving skills, we can enhance our service quality, leading to faster resolutions and a more satisfied customer base.

When troubleshooting an issue, I follow a structured approach: first, I gather detailed information about the problem and its context. Next, I replicate the issue if possible, followed by identifying potential causes. After prioritizing the most likely solutions, I test them one by one, documenting findings throughout to ensure clarity and facilitate ongoing improvements.