Purpose of the Role

Central to PSI is our revolutionary No-Code/Low-Code (NC/LCDP) development platform Fusion, empowering the creation of processes, forms, and templates (artifacts) through cutting-edge BPM and designer tools. As a Customer Journey Support Associate, you'll work closely with our team, utilizing our NC/LCDP platform, Fusion, to craft exceptional customer journeys.

As a Level 1 Support Technician in PSI, you'll collaborate with Customers, Developers, and our Support Team, aiding in the construction and upkeep of multi-channel customer journeys within contract sales and related areas. You'll develop a strong understanding of Fusion and Touchstone, handling workflow configurations, event code logic within forms and templates, and addressing any customer journey challenges for our Support Team's client advocates.

Key responsibilities

• First level support for PSI software and supported hardware incidents
• Entering incidents and requests received via telephone in the Support Desk application (Freshdesk)
• Reviewing the Support Desk application (Freshdesk) for tickets generated via email/portal, accepting ownership and attempting a resolution.
• Manage/prioritise own workload to ensure tickets are resolved or escalated within SLA’s
• Where required, mapping customer journey charge requests (CRs) within our existing documentation framework.
• Unit testing of customer journey delivery prior to QA
• Learning and using PSI’s internal tools and identifying where improvements can be made in a constantly evolving process environment.
• Participate in meetings/workshops to define CR implementations and timelines.
• Participate in customer documentation generation, for support & training
• Provide training to end users.

Core Requirements

• Dynamic self-starter with broad technical background
• Knowledge of Databases and scripting languages such as HTML
• Some exposure & understanding of JavaScript.
• ITIL® 4 Foundation Course or similar
• Ability to manage and prioritise own workload.
• Effective communication skills with clients and colleagues

Education

• BS/MS in Computer Science OR equivalent experience

Personal Characteristics

• Ability and enthusiasm to work independently while practicing constant collaboration with colleagues.
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
• Excellent critical thinking skills with an ability implement solutions with a minimal amount of supervision.
• Ability to cope with and respond positively to change.
• Strong interpersonal skills
• Excellent communication & presentation skills
• Desire to take on new skills/challenges

Remuneration

€30-33K depending on experience