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System Support Specialist

Location:  Vaughan
Stellen-ID:  24741

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

 

Summary

Respond to and troubleshoot all customer software issues for all G&D SWS products. Ensure that all issues are resolved to the customer satisfaction within the contracted SLA times. Provide onsite assistance if required.

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Document all issues in G+D’s issue tracking system.
  • Keep information held in the tracking system up-to-date.
  • Setup and configuration of test environment in order to duplicate issues.
  • Work with R&D team in order to solve the issue.
  • Assist in the preparation of reports for customer communication.
  • Establish and maintain excellent working relationship with all customers at all times.
  • Provide 24x7 on call emergency service to customers
  • Keep up-to-date with technical and G+D product knowledge.
  • Respond to customer emails/phone calls in a timely manner (according to customer SLA)
  • Establish remote session to troubleshoot customer issues
  • Attends internal and external meetings

 

Required Skills/Knowledge

  • Demonstrated skills in operating systems (MS platform – SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle). 
  • Working knowledge of used programming languages (e.g. VB 6.0, .NET, C#, Java) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment. 
  • Excellent verbal, written communication and interpersonal skill are a must
  • Strong analytical, problem-solving skills, ability for multitasking and good organizational skills. 
  • Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment. 
  • Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information. 
  • Generates enthusiasm and support of company objectives and is trustworthy and credible. 
  • Need to utilize sound judgment in dealing with business information. 
  • The ability to make recommendations for continuous quality improvements in all areas of accountability. 
  • Flexibility to work long hours as necessary and able to handle high pressure in a professional manner

 

Required Education and Experience

  • Bachelor’s degree in Computer Science or related degree
  • Minimum four (4) years of experience in a customer support role
  • Prior experience in banking industry is desirable

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

$$ Giesecke+Devrient Currency Technology America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or gdctai-hr@gi-de.com.
 

Giesecke+Devrient Currency Technology America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=24741&career_ns=job_application

We are looking forward to receiving your application!
Giesecke+Devrient Currency Technology America, Inc.
202-3700 Steeles AveW Vaughan ON L4L 8K8
www.gi-de.com/careers
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