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 L2 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 

• Provide technical support to customers. Researches and resolves problems and issues, in conjunction with Software environments. Requires interface with other team members and customers.
• Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
• Observe trends with technical issues and recommend improvements to design, documentation or implementation.
• Work with Professional Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments. 
• Participates in system and release testing and QA as needed.
• Recommend improvements in Support policies and procedures plus create software and document enhancement requests.

 Requirements for the role 

• Strong understanding of relational database concepts and architecture. E.g. working knowledge of MSSQL sufficient for querying using: 

1. SELECT/UPDATE/INSERT/DELETE statements
2. Joins (Left, Inner) and Cross Apply statements across multiple tables/functions
3. Stored Procedures
4. Transactions

• Understanding of IIS and website administration.
• Excellent time management and organizational skills, requiring minimal supervision.
• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision making skills.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Experience using customer relationship management software e.g. Salesforce.

 Tech stack 

• Knowledge of Database concepts, IIS, Linux Server & Windows Server administrative fundamentals, and networking basics.
• Working knowledge of MSSQL.
• Salesforce.
• Dynamics 

  Offer 

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