SUPPORT ENGINEER - SERVICE ACCOUNT MANAGEMENT

Detailed Description
• Supporting the Service Account Management Lead and collaborating with various teams (e.g. IT Operations, Support, and Project) to meet the customers’ expectations;
• Follow-up of client service request activity in compliance with the contractual SLAs and internal processes;
• Collect necessary information to deliver data-driven insights and prepare activity dashboards for internal teams, clients, and other concerned stakeholders;
• Ensure close monitoring of client requests and environment/ platforms, analyse the trends, and suggest associated preventive/proactive measures;
• Take a proactive approach to customer service requests and problem-solving;
• Participate in daily, weekly, monthly, quarterly, and yearly reporting.

Job Requirements
The ideal candidate will have:
• Bachelor’s Degree in Computer Science or any related field;
• At least 2 years of work experience in IT operations/customer relationship management role;
• Understanding of Payment processing industry/services or card management system regulations will be an advantage;
• Understanding of ITIL basics or service management process;
• Proficiency in Microsoft Office is required with experience in Microsoft Excel or Power BI;
• Knowledge of SQL for data extraction and interpretation of consolidated information;
• Results-driven, customer focused, and striving for high customer satisfaction;
• Able to establish a robust relationship with the assigned customer base;
• Strong written and verbal communication skills;
• Excellent analytical and presentation skills.

Other Information:
How to Apply: Candidates should send their application letter and detailed CV to icps_recruitment@icps.mu

Please ensure all required information is accurately entered in relevant sections. 

Any incomplete application will not be considered.

Location: 7th floor, The Docks 2, Caudan St, Port-Louis 11307

The Management reserves the right not to appoint anyone following this advert.