Job Description

Manage support cases submitted by customers through ServiceNow for the Anael Finance WS product.
Assess, qualify, and manage each customer case by:
- Providing customers with appropriate solutions to resolve their issues.
- Reproducing reported issues and, when necessary, escalating cases to the Development team with clear supporting information, while monitoring progress through resolution.
- Redirecting cases to the appropriate department, such as Sales or Consulting, when the request falls outside the scope of Support.
Meet agreed service commitments, including deadlines and procedures, based on the priority and nature of each case.
Communicate clearly and professionally, both verbally and in writing, with customers, internal teams, and managers.
Stay up to date with developments and enhancements related to the Anael Finance WS product.
Participate in testing activities and review user documentation when