We are looking for a Level 1
Support specialist to provide troubleshooting detection and resolution
related to YOUBORA Infinity, NPAW's real-time analytics and Business
Intelligence platform.
You will join our "Houston team", a team
based in BCN that's offering 24/7 premium support to our customers as
one of the 1st line help desk professionals. Your schedule will be
rotating shifts as follows:
- 2 Weeks/month: Monday to Friday from 7:00 to 15:00
- 2 Weeks/month: Monday to Thursday from 23:00 to 7:00
You'll
be monitoring their service by using our real-time analytics tool;
check common procedures and troubleshooting tips in case of finding
issues; communicate with the right people within the team and in our
customers' teams in order to let them know the status of the issues and
let our technical team solve them (in case you have to scale it).
Main Responsibilities:
- Monitor our customers' service.
- Detect and notice issues
- Solve level 1 issues
- Properly escalate unresolved queries to the next level of support
- Keep the customer up to date when there's any problem
- Ensure proper recording, documentation and closure
- Build reports
Requirements
- We
are looking for a professional interested in developing a technical
career in support services and customer engineering departments.
- Experience in customer care / customer-faced roles working with ticketing systems will be considered as an asset.
- It
would be great if you have a basic knowledge of SQL in order to be able
to create dashboards, analyze data or make small changes in our
databases.
- You will be expected to provide answers to clients
by identifying problems; researching answers; guiding clients through
corrective steps.
- In order to keep improving our Support
Department, we always need to update client references by writing and
maintaining documentation. Organization and diligence are your
strengths.
- Proactivity and eagerness to learn are mandatory! We
need you to anticipate problems, recommend changes and maintain our
great client support standards.
- You are an autonomous person who is able to work alone, but also collaborate with clients and colleagues.
- Basic knowledge about the technical aspect video will be highly considered.
- A good level of English is required
Benefits
- If
you want to join a fast growing company and be part of a an amazing
technological challenge, this is your opportunity! Besides, you will
enjoy a great working atmosphere and a lovely international team (we
have more than 20 nationalities!)
- We are based in Poblenou. Our
brand new offices are near the beach, where some of us go running and
swimming during our breaks and play volley every Friday! In winter we
prefer to stay afterwork in the office having unlimited beer, coffee,
tea, cookies (or fruit for the helthiest) in our kitchen ;)
- We
offer career development opportunities. In fact, 53% of the roles in
management and middle management were internally hired. We also help you
to develop your skills when needed (languages, product, technology
trainings...)
- We offer flexible remuneration options
(Restaurant, Transport & Nursery Tickets), great discounts on high
quality healthcare coverage, flexible working hours, team buidings...
and much more! Come join us!