2 software-engineering jobs found in Vienna

The Role Manages first line of contact for OpenLink clients that report application-related questions and defects involving OpenLink’s enterprise software utilized in the Financial, Commodity, and Energy sectors. Carries significant responsibility towards managing the most complex client cases as well as training and mentoring analysts and associates on best practices of customer service skillsets.   Performs full case lifecycle management, potentially across multiple internal individuals, providing highly-polished and professional client-facing communication (status, updates, next steps, etc). Analyzes client requests and requirements, reproduces technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution. Will generally only manage high priority cases, escalations, and showstopper management.   Maintains their cases in a CRM system, manages their individual key performance indicators (KPIs), and performs...

The Role Manages first line of contact for OpenLink clients that report application-related questions and defects involving OpenLink’s enterprise software utilized in the Financial, Commodity, and Energy sectors. Develops enhanced product knowledge and polished customer service skillsets through experience and training.   Performs full case lifecycle management, potentially across multiple internal individuals, providing highly-polished and professional client-facing communication (status, updates, next steps, etc). Analyzes client requests and requirements, reproduces technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution.   Maintains their cases in a CRM system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout OpenLink.  Handles requests, questions, and defects of all priorities, and engages senior resources in the case...