• Responsible for software development and support of provider-specific claim processing solutions • Implementing and configuring customer environments • Analysis and maintenance within the Experian Health product portfolio • Ensure provider-specific support development and processes meet corporate policies • Maintain high standards of software quality within the team • Identify and encourage process improvement within the team • Use de-bug techniques and tools to identify and correct errors • Work with claims core development and other teams to support programming • Ensure provider-specific solutions are delivered promptly • Communicate with internal and external project teams • Perform maintenance routine program and system maintenance

• Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. • Screen and handle calls as appropriate. • Type and enter information into a database while a customer is speaking. • Recognize research, isolate, and resolve information system problems. • Recognize customer problems that should be escalated to the next level for resolution following established protocols. • Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. • Maintain appropriate records and prepare reports as required. • Performs other duties and tasks as assigned by the Team Lead.

• Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products • Named technical contact for Premium Support Customers • Accept, qualify, drive, and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes • Qualify problems or defects for handover and collaboration with 3rd Level • KPI adherence based on external Service Level Agreements and Organizational Level Agreements • Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base • Prepare and deliver Webcasts to customers and support staff on selected technical topics • Collaborate with customers based on given and preferred communication channels • Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization. • Coverage of on-call rotations as part of the global team.

• Help EMEA and global customers solve their technical issues with Dataiku through a variety of communication channels • Communicate with our R&D team to solve complex issues and/or share feedback from our EMEA customers for future product improvement • Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution • Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise • Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment