Job Detail

Support Manager

Help us shape the future of banking.The Avaloq group is an internationally leading fintech company. With its core and digital banking software and its international network of Business Process Outsourcing (BPO)centres, Avaloq brings trustworthy and efficient banking to the world, delivered through great user experience. Headquartered in Switzerland, Avaloq has branches in the most demanding financial centres worldwide and serves 158 banks and wealth managers and the 270 Swiss cooperative banks. Avaloq’s growing ecosystem comprises among others over 2’000 employees from 66 nationalities and more than 500 third-party developers that co-innovate with Avaloq.



More information on www.avaloq.com



The PositionAs a Support Manager you will look after an assigned group of customers, build up a close relationship with them and ensure that they receive the appropriate level of support from Avaloq.

It will be up to you to understand their pain points, head off escalations before they happen and ensure that their issues are dealt with in an efficient and timely manner.

You will monitor customer’s SLAs, provide them with reports and attend regular meetings to discuss the findings.

You will be interacting with technical support and business analysts, right up to the C-level of major banks, so it is important that you are able to communicate well and appropriately on all levels.

A large part of the job is being able to prioritise the customers’ requests and escalate internally when required, but to have the strength of character to push back where appropriate.

On a more technical level you will also be providing 1st level support for various Avaloq tool applications as well as advice and training on support topics.

Your Responsibilities

• Cultivate the customer relationships with regards to support topics through regular conference calls and meetings


• Be the first point of contact for your customers’ pain points and issues


• Ensure that your customers receive the appropriate level of support


• Provide 1st level support for Avaloq’s tools


• Handle customer escalations


• Assist your customers with their upgrade projects


• Manage or assist with various support internal projects

Professional Experience & Skills

• Experience in 1st and/or 2nd level applications support


• Excellent spoken and written English and German


• A good level of French or other languages would be an advantage


• SQL knowledge would be an advantage


• Highly customer focused with excellent customer service skills


• Being able to remain calm, analyse the situation, think logically and react appropriately in highly pressurised situations


• Broad knowledge of banking

Main Place of WorkZurichContactAvaloq Evolution AG

Michelle Hiestand

michelle.hiestand@avaloq.com



Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.Additional information on Avaloq and on our other vacancies can be found onwww.avaloq.com/for-job-seekers