Job Description
Unnax is seeking a highly motivated Customer Support specialist that is passionate about technology and people.
The Customer Technical Support Developer is a person with a background in technology, analisis and customer satisfaction, who loves help customers solving their issues. He should be an excellent communicator and comfortable managing multiple tasks. Furthermore, she/he needs to be a team player and have a problem-solving attitude.
She/He must have at least 1 year of experience as support agent in a technical environment with an outgoing personality and a can-do attitude.
We are looking for:
Responsible, High degree of self-motivation and persevering professional capable of adapting to constant changes and with a positive and open attitude.
Very resolutive profile, give positive feedback to the client, being able to identify problems and find solutions to complex problems.
Proactive person client oriented.
Ability to work effectively within a team environment
Responsibilities:
Assist clients directly solving their issues and transmitting an image of excellence, through email, phone or chat.
Identify the causes of possible technical and / or financial problems and propose solutions.
Resolution of functional doubts about our products.
Centralize the client's needs and guarantee quality standards.
Ensure, together with the rest of the team, the adequate development and follow-up of the resolution of the incidents / consultations / level of service of the clients, according to the SLA's.
Monitoring of system performance and automation of reports.
Monitor for problems, taking immediate action where possible and escalating when required
Document and make proposals for improvement in operations (Procedures documentation)
Coordinate internal resources and third parties in order to provide a solution to the customer.
Report and escalate to management as needed.
Writing manuals.
Requirements:
Expertise:
Proven working experience as a Support agent in the information technology or fintech or banking sector or B2B environment for at least 1 year.
Solid technical background, with understanding or hands-on experience in software development and web & API technologies.
Hard Skills:
Knowledge of Freshdesk or another Support/ customer care software (tiqueting tool).
Desirable knowledge of Python, metabase, grafana and kibana.
Mandatory SQL knowledge.
Fluent in English & Spanish is mandatory.
Soft Skills:
Excellent client-facing and internal communication skills.
Excellent written and verbal communication skills.
Solid organizational skills including attention to detail, multi-tasking skills and task prioritisation.
Have easy learning skills to become an expert of the tool
Ability to work effectively within a team environment
Results-oriented attitude and problem solving skills
High degree of self-motivation
Polite courteous manner
What's On Offer:
Competitive salary
Career plan adjusted to your expectations.
Opportunity to grow professionally in a challenging environment
International working environment
