Software Support Consultant

Join ORTEC and Make a Difference

Do you want to contribute to a better world?

At ORTEC, we believe that simply running a successful business is no longer enough. Making a positive impact on the planet and society is becoming increasingly important. Imagine having an inspiring job in an innovative industry while actively contributing to a better world.

This is possible at ORTEC As a purpose-driven organization, we use our passion for mathematics to make the world a better place. Our solutions enhance critical business processes, such as helping retailers supply stores efficiently, assisting healthcare institutions in optimizing workforce scheduling, and reducing ecological footprints for various industries.

With a strong presence in Bucharest, our Customer Support (Customer Experience) team is the largest globally, ensuring we deliver the best service to our customers worldwide.

Your Role:

As a Software Support Consultant, you will be part of our global Customer Experience Team, which operates within ORTEC's SaaS Operations Department. This department provides essential support to our customers worldwide and our internal business divisions.

Your mission is to ensure an excellent customer experience by analyzing and resolving incidents and requests during the maintenance phase. This role requires strong analytical skills, technical troubleshooting abilities, and a customer-centric attitude.

Your Responsibilities:

You will become an expert in ORTEC products and provide troubleshooting support across multiple industries. Your work will involve a mix of understanding customer business processes and applying technical expertise to resolve issues effectively.

Key Tasks:

Handling Customer Requests:

• Intake and analyze customer requests, ensuring all necessary information is available for troubleshooting.
• Monitor and respond to critical alerts to prevent system issues.
• Manage incidents related to data interfacing between ORTEC solutions and external systems.
• Troubleshoot application performance issues (e.g., SQL query errors, message queuing).
• Investigate and explain application results to customers.

Technical Support & Maintenance:

• Diagnose and resolve product configuration issues.
• Debug SQL queries, manage interfaces (XSLT, web services, scripts), and perform product patching.
• Conduct standard maintenance activities to ensure optimal system performance.
• Handle access management requests.

Customer Communication:

• Provide support via email and phone, maintaining a professional and supportive tone.
• Ensure timely, high-quality resolutions, balancing customer business needs with technical troubleshooting.

Our Team Culture:

You will be part of a
multicultural team
working in a 24/7 follow-the-sun model
to support global customers. We emphasize collaboration, accountability, and continuous improvement.

Our culture values:

• Teamwork & Support: We work closely, support each other, and share knowledge.
• Innovation & Growth: We encourage new ideas and constructive feedback.
• Customer-Centric Approach: We ensure professional and friendly communication with customers.
• Engagement & Responsibility: We take ownership of our work and strive for excellence.

What we are looking for:

• Passion for customer support and ORTEC's mission.
• Strong analytical and troubleshooting skills.
• Adaptability to changing environments and willingness to learn.
• Ability to work in an international team and handle shifts.
• High sense of ownership, responsibility, and organization.
• Quality-oriented and customer-focused mindset.
• Excellent communication and relationship-building skills.

Required Skills & Experience:

• Education: University degree in a relevant field (preferably IT-related).
• Languages: Fluent in English (German or French is a plus).

Technical Knowledge:

• Basic understanding of software systems, SQL, and databases.
• Familiarity with networking and Windows platforms (scripting knowledge is an advantage).
• Experience with server-client applications.

Preferred Experience:

• Previous customer support experience.
• Interest in problem-solving and troubleshooting.
• Availability to work in shifts.

Join ORTEC and be part of a company that drives positive change through technology and innovation. Apply today and make an impact

What we offer:

• A dynamic, technical, and intellectually stimulating environment.
• Opportunities for continuous skill development in customer service and technical areas.
• Exposure to real-world problem-solving in diverse industries, including retail, logistics, healthcare, energy, and more.
• A unique and inspiring work experience in an open and creative environment.
• Smart, enthusiastic, and fun colleagues.
• Work-life balance and flexible scheduling.
• Career development opportunities, including job rotation and performance-based growth.
• Hybrid work model (office in Bucharest) with relaxation areas and on-site perks.
• Social and wellness benefits, including private medical insurance, sports benefits, and a Bookster subscription.
• Annual team events (teambuilding, summer party, Christmas party).
• Performance-based annual bonus (up to one full salary).