Looking for new experiences? Want to kick-start your career in IT? Join our dynamic team in Prague as a Support Center Analyst and make a difference in user administration and telecom support!

We are currently seeking candidates to fill this exciting role where you will contribute to solving user issues and providing top-notch customer service. In this role, you’ll have the opportunity to develop your skills, work with a diverse team, and gain valuable experience in the IT industry.

About the job

The Support Centre Analyst assists the users in a service minded manner within appropriate customer service standards, uses knowledge database to diagnose and solve cases or escalate as necessary.

You’ll be an integral part of our Service Support Center in Prague, assisting users and ensuring smooth communication across departments. You’ll have the flexibility to choose your work schedule.

Key Responsibilities:

Incident Management (SPOC):

• Handle cases (e-mails, tickets, etc.) within the required timeframes to meet service level agreements (SLAs).

• Perform user administration and telephony tasks.

• Log customer issues into the ticket management system and escalate to appropriate teams as needed.

Knowledge-Centered Support (KCS II):

• Contribute to the knowledge database, ensuring articles are accurate and up-to-date.

• Participate in mentoring activities and provide guidance to new team members.

Continual Service Improvement (CSI):

• Help improve IT processes and services within the Support Center, maintaining guidelines, manuals, and best practices.

Employee Benefits:

• Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven)

• 5 sick days per year

• Flexible working hours

• Possibility to work from home

• Flexible cafeteria account for leisure (18,000 CZK per year)

• Meal vouchers (200 CZK per workday, with Aeven covering 55%)

• Referral bonus (20,000 – 60,000 CZK)

• Free snacks and fruits every day

• Monthly team get-togethers

• Height-adjustable tables for your comfort

• Co-working offices in Ostrava and Brno

• Czech language lessons

• Annual flu vaccination for free

• Fluent in Danish and English

• Strong communication skills and customer-oriented mindset

• Ability to manage multiple tasks and prioritize effectively

• Willing to learn and grow within the IT field

• Organized, responsible, and able to work both independently and within a team

• No prior IT experience required – we provide training and support

• Previous experience with user administration or telecoms is a plus, but not mandatory

At Aeven, we value every job applicant and prioritize your candidate’s experience. Here is an overview of our standard recruitment process: After application, please expect feedback within 5 working days.

Two interview rounds:

• First round: Interview with the hiring manager and potentially a colleague. Feedback within 2 weeks.

• Potential second round: Interview with the hiring manager, global lead (optional), and local HR. Feedback within 5 working days.

Successful candidates will receive feedback and job offers directly from the hiring manager.