Role

Actively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the effective operation of the system while delivering high-quality customer service.

Specific Responsabilities and duties

- Provide first-level technical support through the Service Centre, including the Support Line and Support Email
- Act as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levels
- Coordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
- Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriate
- Support the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring Management
- Manage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closed
- Contribute to the preparation and delivery of technical training for customers and internal teams
- Prepare operational and service performance reports as required
- Support the coordination and communication of system releases and upgrades
- Contribute to the continuous improvement of support processes, documentation and operational practices
- Ensure compliance with SICPA policies,



procedures and Health, Safety & Environment standards

This role also involves

- Participating in improvement initiatives and operational projects
- Supporting the development and maintenance of operational procedures and documentation
- Collaborating closely with local and global teams to ensure high-quality service delivery
- Performing additional operational or administrative tasks as required by the Service Centre Team Leader Service Center Technician

Profile

- Bachelor's degree or equivalent technical qualification through education and experience
- Minimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environment
- Good understanding of technical support processes and IT systems
- Experience working in SLA-driven customer support environments
- Strong troubleshooting and analytical skills with the ability to diagnose software-related issues
- Excellent communication and customer service skills
- Well organised, proactive and results-oriented • Strong team player with the ability to work effectively under pressure and meet deadlines
- Fluent in English (minimum B2 level)

WHY JOIN US?

- Join a global leader in trust technologies with a mission that matters.
- Be at the strategic heart of a financially sound and innovation-driven company.
- Collaborate with high-level experts and work on impactful international projects.
- Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged

📌 Service Center Technician (Goa)
🏢 SICPA
📍 Goa