Mobilexpense

About Mobilexpense

Who are we? MobileXpense is a Belgian, Brussels based, leading provider of global Travel&Expense Management solutions for large multinationals and governmental organizations. Our uniquely flexible SaaS solution simplifies a complex and often time-consuming problem for business travelers, HR departments and accounting departments around the world. MobileXpense was founded in 2000 as one of the first European Software-as-a-Service (SaaS) companies. Over the years we have become a front-row service provider for multinationals in Europe, the UK, the US, Latin America and China. MobileXpense currently has 1.2 million users worldwide, spread over 100+ countries and almost 300 corporate customers, including blue-chip companies such as Canon, UCB, DB Schenker or Panalpina but also the Belgian National Bank and the Dutch government. In 2017, Fortino Capital Partners invested 20 million euros in the company's commercial growth and the development of new mobile services. We are primarily operating from Belgium, Netherlands, Germany, Sweden and Romania. As a true scale-up nurturing an entrepreneurial spirit, MobileXpense relies on a young and highly motivated crowd of diverse background and training. We are currently looking for new talent to reinforce our team. What will you do? The main goal of the L2 Technical Support Engineer is to provide second level support to the MobileXpense Customers. This involves the maintenance & support of the MobileXpense products.They provide technical level support for troubleshooting. The L2 engineers are restoring technical issues that cannot be resolved by the L1 engineers at the customer side. Objectives Provide technical support to key customers Test solutions proposed or patches developed to quick-fix and root cause investigation requests Initiate root cause investigations for recurring tickets and problems Fix daily data integrity inconsistencies using standard procedures or by escalating to higher level support teams Process standard change requests or configuration tasks Tasks & key responsibilities Provide L2 support to key users via Zendesk, our ticketing platform, and occasionally through conference calls or via phone calls (Data Synchronization, FTP troubleshooting, SSO access support, application performance and access, mobile application troubleshooting, various web or reporting troubleshooting, app integrations support) Analyze and gather information using SQL Develop and apply patches via SQL 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 Perform or 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 What do you bring? The ideal candidate brings the following to the table: Bachelor or Master's degree with a strong focus on IT Education and / or a min 2 years experience in SQL Database, Economics or Infrastructure fields SQL knowledge (SELECT, FROM, WHERE, JOIN) Knowledge and/or certification in Microsoft W7/W10 OS, server and applications, Active directory and basic networking (is a plus ITIL certification Familiar with SAP or any other popular ERP (Oracle, Navision, Atlas etc.) Solid Excel knowledge (VlookUps, pivot tables, data formatting, IF functions) Fluency in English. German is a plus. Personal characteristics Strong communication skills: Being able to understand customers requests, manage expectations and translate complex technical problem Very well organised with a good sense of priorities Ability to work in teams, take ownership and initiative to ensure the success of your projects 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 Logical thinking: based on given information, you can investigate and identify the root cause of an issue You are self-motivated, enthusiastic and passionate about new technologies You can think outside of the box and demonstrate creativity What do we offer? The opportunity to join a young and international team in a fast-growing company A team of open-minded, collaborative and awesome colleagues to work with The opportunity to challenge our old ways and make your mark in the company A unique opportunity to be mentored and gain experience in management A great new office located in Piata Unirii (public transports, restaurants, café's, cocktails) A competitive package

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Company Info

Company Type: Private

Company Size: 51 - 250

Revenue: 5 - 25 million (USD)

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Job Ads found: 125

Job Ads per Month: 3.6

Hiring Locations: 8

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