Technical supporter with a service mindset
Are you passionate about making a difference, and do you want to help us increase the value our customers get from their IT systems? Systematic is looking for a responsible person that is customer-oriented and will do everything to give our customers the best possible experience when using Systematics Defence products.
As Customer Supporter in Defence you will be Systematics voice and face towards our customers and ensure we always keep our customers happy. You will provide excellent service to our customers and ensure that information from our customers is used efficiently to develop the product with the proper functionality of a unique quality.
Product support and quality is our top priority! Our customer uses our products in operation and swift support and product quality can be a matter of life and death.
Your tasks will include:
- Handle our central service desk function in Product Support – both via phone, trouble ticket system and e-mails. The tickets are typical 3rd level as our customers handle 1st and 2nd level support themselves
- Prioritise and structure the daily support of incoming cases and follow up on ongoing cases
- Conduct analysis of problems, find causes and come up with solutions
- Ensure that all customers get a quick and professional treatment and effective implementation of solutions in accordance with service goals and agreements
- Establish knowledge about customer needs and ensure effective coordination with product management and development function to ensure long-term solutions in the products
- Deliver licences and license management of the products
- Ensure release and distribution of product versions – internally as well as externally
- Collaboration on the development and implementation of Cherwell ITSM system
Most of the support tasks, you will carry out in close cooperation with our Software engineers in Product Development whereas your main stakeholders are customer project managers, sales professionals and Defence Management.
Your skills and personality
We expect that you have a strong technical IT background as an engineer, information technologist or similar and that you have experience with support of IT systems. Knowledge about the Defence domain and C4I products are important to us but not a demand. You have specific experiences with IT support and use of Service Management tools. You speak and write Danish fluently and excel at English. Furthermore, you are used to communicating effectively with many different stakeholders – both with customers, and internally in the company.
You have to be outgoing, a great communicator and able to build relations in close collaboration with customers, product managers, software developers and testers. You have to be solution-oriented and capable of having a lot on your plate without losing focus even when working with tight deadlines. You have a strong personality, and you are able to show patience and persistence at the same time. At the same time, you take pride in customers having a good experience regardless of how they approach you, and you are able to make sure that all contact to costumers are concluded in the best possible manner.
Our IT solutions make it simpler for the users to make critical decisions. In the defence and healthcare sectors, critical decisions often concern matters of life and death. In both the private and the public sector, our solutions must handle large amounts of data, e.g. in the library sector with more than 50 million yearly loans. To be able to continue the development of solutions that customers trust, we continuously challenge each other, our work processes and technologies. We have a highly pro-active education and training policy with defined career paths and internal pro-active Knowledge Networks.
We stay constantly focused on making everything better. Our unique combination of strong principles from CMMI and the best aspects of LEAN and Scrum enable us to develop reliable, high-quality solutions for our customers and to deliver them to the agreed price and deadline. We work in teams, and some of our teams include well-integrated insourced developers.
We prioritise a sensible balance between work and private life, and our agile approach provides you with an excellent opportunity of being able to plan your own tasks and working hours to a great extent. We value social cohesion at the workplace and have a very active staff association.
We work with security-classified projects, and therefore, you as an employee at Systematic need to have security clearance. Read more here: systematic.com/clearance.
Have we not answered all of your questions?
You are always welcome to contact us at tel. +45 8943 2000 and ask for Frank Sonne, Director. We continuously assess applications, as we wish to fill the position as soon as possible. Place of work is Aarhus. We look forward to hearing from you.
Since we wrote our first line of code in 1985, privately owned Systematic A/S has grown to an international software house with more than 900 colleagues with 27 different nationalities, spread across offices in 12 countries and with customers all over the world. Our goal is simple: To improve the world with exceptional software. We deliver software and system solutions for customers within the public sector, the health sector, the defence, the police, the financial sector and the service sector. We work on a fundament of trust, where we have freedom and responsibility for making decisions in our everyday lives. We are dedicated to making a difference and dare to challenge technology, each other and ourselves. As a new employee at Systematic, you are welcomed by helpful colleagues, and you can look forward to both a mentor arrangement and all the support you need. Together, we can develop and fulfil your potential and make Systematic even better.