Digital Support Officer German Speaker - Lisbon or Porto

About the job

• The Digital Support Officer's main mission is to provide first-level support, administration coordination and incident management for all NeoLink Platform activities applicable to the EMEA region Customers, according to the procedures in place and the services policies to ensure that Follow-the-Sun Model is accurately applied and fully granted to our clients

Your Main Activities Are

• Support client onboarding process on NeoLink, verifying that all the requirements are in place for client setup
• Assist all Customers on administration definitions, ensuring they are aligned with the information and details provided by different implementation teams regarding accounts' structure and contracted products and services
• Provide NeoLink basic training:
  • Provide pre and post-sale training On-site or via Web Demonstration for Clients and internal and external users in NeoLink
  • Participate in cross training sessions on new features and releases
• Manage Requests:
  • Assist all Clients on their queries, issues or problems in the system
  • Manage and administrate requests according to local and global procedures to mitigate risks and comply with internal policies and controls
  • Escalate and liaise with the applicable dependencies for unresolved open issues or high-risk items
• Manage and support on incidents:
  • Act as first level of investigation and support on issues linked to NeoLink features
  • Guarantee that all incidents raised by the clients are managed in a timely manner and coordinate with internal teams for crisis management situations according to internal procedures
  • Manage the communication with client services, clients and location linked to on-going incidents
  • Declare identified incidents to Neolink-L2 Support and IT Support (L3)
  • Follow-up incident resolution and analyse the functional impacts
• Collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of Stakeholders and Clients

Profile and Skills to Success

• Bachelor's degree in European Studies, International Relations or any related field
• Fluency in English, both oral and written
• Fluency in German, both oral and written
• Great team spirit and ability to leverage connections
• Client focused mindset with the ability to communicate, interact and engage in an impactful manner
• Great attentiveness to detail and sense of responsiveness and quality of service

The selected candidate can be based in Lisbon or Porto, according to their preference.

#LI-Hybrid

Why joining BNP Paribas?

BNP Paribas, the European leader in banking and financial services in Europe,operatesin 64 countries and hasnearly 180,000employees. The Group is structured around three operating divisions. Its business lines cooperate closely, as part of our integrated model, to meet the needs of all our clients in a coordinated manner:

• • Corporate & Institutional Banking (CIB), connects corporate clients needing financing and institutional clients looking for investment opportunities;
  • Commercial, Personal Banking & Services (CPBS), brings together all the Group's commercial & personal banking and several specialised businesses;
  • Investment & Protection Services (IPS),combines a unique continuum of products and services across protection, saving, investment andreal-estate.

Our presence in Portugal

In Portugal since 1985, BNP Paribas today has more than 9.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centers providing value-added services to various countries where the BNP Paribas Group also operates.

Diversity and Inclusion Commitment

BNP Paribas'ambition is to cultivate an open and responsive environment for all that encourages collaboration and interaction. Wedemonstrateour commitment by actively contributing to the Group's Diversity and Inclusion strategy and goals, in line with the United Nations Sustainable Development Goals. As part of our local Corporate and Social Responsibility-Diversity & Inclusion strategy, BNP Paribas Portugal is committed to:

• • Promote a fair and unbiased recruitment process and offer professional development opportunities to all employees;
  • Celebrate diversity and advocate for inclusion, both externally and internally, encouraging employee's participation, creating space for different voices to be heard.

To foster the effort of BNP Paribas Portugal, multiple initiatives and events take place throughout the year where our people can find out more on the importance of diversity inclusion at the workplace and in our society.

Remote Working Conditions

At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working options adapted to our hybrid working environment. To ensure a comfortable and efficient working setup, eligible employees are provided with both office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional items at reduced prices.

Commitment towards work/life balance

Supporting employees in a hybrid way of working while providing them with the means to maintain a work-life balance is an essential dimension of our Smart Working program. At BNP Paribas, we care about our employees' wellbeing and promote a culture of good integration between work and personal life.

To find out more on why you should join BNP Paribas please read our Employee Value Proposition and our Career path page .

* Please note that only applications submitted in English will be considered.

* In case you are selected for this role, further documentation will be requested to support your hiring process.