Careers

CBK Support Officer (M/F)

 

Job ID: c2p_SupportOfficer_CBK
Location: Zaventem

About CBK

Clear2Pay Belgium has built a specific software package “CBK” designed for processing of disputed transactions in the credit/debit MasterCard/ Visa/American Express card business. The CBK package can be described as a back-office and database application combining Financial Processing (accounting events), CRM functions (customer relationship management tools) and the specific Clearing and Operational Rules Management (in the credit card business) to process the litigations between the card Issuers and the transaction Acquirers.

CBK software package is to be considered as a “niche software product” marketed worldwide. Clear2Pay Belgium has a leading position on this market since more than 15 years.

The most recent version of the package is “CBK V3”. It is fully developed in Java technologies. CBK is being delivered in parallel to different customers such as banks, card processing centres and merchants in 19 countries.

Scope of work

To operate in the CBK Support Team.

Regular daily operations tasks:

  • to provide the daily support to Clear2Pay customers using CBK package as an active member of the Support Team. This relates to the First Level Support and to the maximum extent to the Second Level Support in collaboration with the CBK package consultants
  • to build the knowledge database of all support events and of the corresponding repair actions
  • to maintain the existing CBK customer contact database
  • to perform customer account tasks on a continuous basis including delivering all current information about the on-going release distribution, planned package enhancements and any type of general information useful for the customer either for his operations or in order to maintain a good perception about Clear2Pay services
  • to communicate on a “regular” and on a “per event” basis with the CBK test, development & consulting teams

Initial objectives:

  • To learn the basics of the CBK functionality
  • To learn the existing support tools and the support procedures
  • To evaluate the possible improvement of tools and of organisation

On a cyclic “bi-annual” basis:

  • Intensive support and follow-up due to the delivery of new CBK bi-annual versions updates (March-April, September-October)

Position within CBK activity:

The target Support Team will count 3 members (2 initially)
The Support Officer reports directly to the Support Manager.

  • The work place is in Zaventem, contacts with all other CBK teams is mainly face-to-face in the same location (consultants, developers, managers)
  • Contacts with the customers are being done via e-mails and internet portal (90%) as well as telephone calls
  • The Support Officer may be called to fulfil other exceptional responsibilities in other departments

Skills needed:

Technical skills:

  • troubleshooting skills - experience in support environment
  • SQL: Oracle/DB2/SQL Server (being able to query databases & writing specific scripts)
  • experience in supporting java-based apps
  • solution-oriented
  • experienced in knowledge management
  • knowledge of CRM tools would be a +

Personal skills:

  • strong communication skills (oral and written - towards our own team, customers, development team and the company management)
  • analytical skills (problem analysis and reporting)
  • flexible (changing work priorities and in some cases the work time for some exceptional actions servicing some customers located outside Europe)
  • can work with objectives, is target-oriented
  • able to work under pressure and deal with priorities
  • able to evaluate the required priorities and the need for the problem escalation to the consultants and to the management

General:

  • a “technical education background” is a + (skills in script building, VB, JAVA programming)
  • to be logical and accurate, able to write the concise/short and well-structured notes/documents, presenting the analysis results, conclusions and the operational documentation.
  • to be able to work within a team
  • to be highly “customer focused” and “service oriented”
  • to speak and write very good English

Career path:

While the main objective is to actively participate in the CBK package Support Team, after a successful accomplishment of the main objective and after acquiring the needed experience, the Support Officer will have an opportunity to analyze the operational and business rules and functional requirements of the package. This will allow him/her to assume responsibilities in other teams like Test Team, Consultants Team and/or to grow in a Support Management role.

Contact

Send your curriculum vitae, in English, with covering letter by mail or email to the attention of:

Vicky De Groote
Clear2Pay NV
Schaliënhoevedreef 20A
(Mechelen Campus)
B-2800 Mechelen
Belgium
E:

With reference: c2p_SupportOfficer_CBK

 

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