Service Center Technician

Long Description

Role 

Actively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the efficient operation of the system while delivering high-quality customer service.

Specific Responsabilities and duties

• Provide first-level technical support through the Service Centre, including the Support Line and Support Email 
• Act as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levels 
• Coordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests 
• Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriate
• Support the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring Management 
• Manage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closed 
• Contribute to the preparation and delivery of technical training for customers and internal teams 
• Prepare operational and service performance reports as required 
• Support the coordination and communication of system releases and upgrades 
• Contribute to the continuous improvement of support processes, documentation and operational practices 
• Ensure compliance with SICPA policies, procedures and Health, Safety & Environment standards

This role also involves

• Participating in improvement initiatives and operational projects 
• Supporting the development and maintenance of operational procedures and documentation 
• Collaborating closely with local and global teams to ensure high-quality service delivery 
• Performing additional operational or administrative tasks as required by the Service Centre Team Leader Service Center Technician

Profile

• Bachelor's degree or equivalent technical qualification through education and experience 
• Minimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environment 
• Good understanding of technical support processes and IT systems 
• Experience working in SLA-driven customer support environments
• Strong troubleshooting and analytical skills with the ability to diagnose software-related issues 
• Excellent communication and customer service skills 
• Well organised, proactive and results-oriented • Strong team player with the ability to work effectively under pressure and meet deadlines
• Fluent in English (minimum B2 level)

WHY JOIN US? 

• Join a global leader in trust technologies with a mission that matters.
• Be at the strategic heart of a financially sound and innovation-driven company. 
• Collaborate with high-level experts and work on impactful international projects. 
• Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged