<p>We are part of an international, challenging and friendly environment and we are hiring because of growing and expanding our team, top products worldwide and a big number of clients / platform users.</p>

<p>The role as Technical Product Specialist is responsible for handling incidents according to the Incident Process and is part of Customer Service. Customer Services provide support services related to POS products and delivers its services 06.00-24.00 all year round and supports customers in 27 countries.</p>

<p>You have a solid background, relevant industry experience and a passion for IT? Come and meet us!</p>

<p>&nbsp;</p>

<p><strong>About your activity and responsibility:</strong></p>

<ul>
	<li>Work according to the client ITIL process for Incidents;</li>
	<li>Resolve incidents within SLA;</li>
	<li>Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;</li>
	<li>Prioritize incidents according to ITIL model;</li>
	<li>Escalate incidents to Incident Analyst when necessary;</li>
	<li>Give feedback to customers on incidents;</li>
	<li>Categorize and connect incidents to existing problems as a part of the continuous improvement of the product;</li>
	<li>Retrieve all necessary information for further investigations;</li>
	<li>Shall be able to resolve all standard types of incidents;</li>
	<li>Always be able to start an investigation of a previously unknown before escalating incident further;</li>
	<li>Update knowledgebase with relevant information;</li>
	<li>Assign incidents correctly to 3rd party organizations where that is included in customers service agreement;</li>
	<li>Actively participate in internal educations;</li>
	<li>Participate in CSI work for improving the service delivery;</li>
	<li>Report discovered deviations in process execution to management;</li>
	<li>Notify the superiors when further instructions or educations are needed.</li>
</ul>

<p><strong>Technical skills &amp; nice to have:</strong></p>

<ul>
	<li>Database knowledge, primarily MySQL and MSSQL with focus on data manipulation;</li>
	<li>Broad knowledge about computer hardware and peripheral units;</li>
	<li>Computer network knowledge;</li>
	<li>Operating systems (Windows, Linux);</li>
	<li>Understand programming (Java preferred);</li>
	<li>Fluent in English &amp; Swedish, both written and spoken;</li>
	<li>ITIL;</li>
	<li>Necessary retail skills;</li>
	<li>University education in Information Technology, Computer Science or equivalent.</li>
</ul>

<p><strong>Ideal profile</strong></p>

<ul>
	<li>Service Minded;</li>
	<li>Be able to work both team oriented and individually;</li>
	<li>Ability to communicate technical explanations to customers with different levels of technical knowledge, using a clear and professional approach;</li>
	<li>Ability to share knowledge with co-workers;</li>
	<li>Be very thorough with work, changes are made directly in the Customers environment;</li>
	<li>Organized and responsible;</li>
	<li>Stress resistant;</li>
	<li>Flexible;</li>
	<li>Personal strive to achieve set goals and targets;</li>
	<li>Be able to follow instructions;</li>
	<li>Ability to troubleshoot previously unknown errors.</li>
</ul>

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