HR GO Recruitment is recruiting for a multinational company that is a global provider of ERP systems. The company provides ERP systems for finance, healthcare, biotech, and pharmaceutical companies. We are looking for an L1 Customer Support Analyst with SQL for a new department created in Wroclaw. We are looking for specialists, who have a customer-centric mindset, are highly motivated, and are interested in learning all about ERP products. The location of the office is in the Business Garden area type of working is a hybrid model.

 About the role 

• The Customer Success Analyst is responsible for responding to and resolving customer problems via calls, emails and remote access for ERP application products.
• The support focuses on a good investigation of the issue, in-depth problem analysis of ERP application products and their integration into enterprise-wide mixed environments.
• Isolate and provide resolution to customer issues or qualify them for further assistance from R&D or other functions and ensure the resolution process is driven to a conclusion by consistent time-bound efforts.
• Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.
• Should be able to work both, independently and as part of a team, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution.
• Should adhere to department performance goals and production standards.

 Requirements for the role 

• Excellent verbal and written business-communication skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.
• Experience in escalation and critical incident management.
• Strong multi-tasking skills in a fast paced, high pressure environment and relevant to crucial business processes.
• Awareness of and strict adherence for support KRAs/KPIs, promote Knowledge Centered Support (KCS) methodology.
• Document customer problem information, recommendations and resolution in a clear and concise manner-using incident management system.
• Good understanding on ERP functional processes and procedures.
• Strong investigation and analytical skills helpful in crisp Root Cause Analysis and issues resolution process.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Word). Must be computer savvy and able to navigate multiple applications at the same time.

 Tech stack 

• Knowledge of Database concepts, IIS, Linux Server & Windows Server administrative fundamentals, networking basics.
• Knowledge of SQL Server and T-SQL desirable.
• Knowledge of Microsoft Dynamics 365 business central desirable. 

  Offer 

• Direct employment.
• Contract of employment.
• Work in an international environment.
• Working in a hybrid model.
• Private medical care.
• Multisport card,
• Life insurance.