Technical Support Specialist

hace 1 semana

Hospitalet de Llobregat, Barcelona, España Powens A tiempo completo

A pioneer and market leader in Embedded Banking, Unnax is committed to supporting financial players in designing services and payment experiences that users love.

Headquartered in Barcelona, Unnax is at the forefront of the Banking-as-a-Service and Open Finance movements in Europe and Latin America.

Our mission is to offer banking technology as a service to any company aiming to enhance user experience and operational efficiency.

We achieve this through our API-based regulated solutions covering Bank accounts, Payment solutions, Open Banking / Finance, and more.

A Spanish Electronic Money Institution, Unnax is a rapidly growing fintech company, holding passports to operate in all European countries.

We are a trusted partner to the top financial industry players and software editors in Europe, and we have achieved this by scouting the best talents.

Joining Unnax means being a part of an inclusive, multicultural, and international team.

Unnax is part of the Powens Group, thus evolving in an international environment with activities in Spain, France, and Latin America.


Job Description:

As a Technical Support Specialist, you will play a crucial role in ensuring the satisfaction of our customers and providing them with top-notch technical assistance.

If you have a passion for problem-solving, excellent communication skills, and a customer-centric mindset, this role could be the perfect fit for you.


Your missions:
Respond and resolve requests for technical and operational assistance from our customers.

Research and investigate complex issues for Unnax's product defects using:
logs, traces, dumps, scripts, and other tools. Regularly communicate with stakeholders, project managers, quality assurance teams, and other developers regarding progress on the long-term technology roadmap. Identify and scale situations requiring urgent attention to the Support L2 team. Monitor interfaces to detect defects in our customers' performance.

Partner with the Key Account Managers to highlight customers' impact and documentation enhancement to ensure the satisfaction of our customers.

Generate and keep up-to-date procedures and documentation.
Act as a functional expert for the customers and a bridge towards the technical specialists.

Take part to on-call support one week per month Profile and skills required: Prior experience as Technical Support in the software industry.

Basic troubleshooting skills for common software. Fluent in Spanish and English written and spoken. Strong verbal and written communication skills. Curious with adaptability skills to enjoy working in a changing environment. Ability to manage multiple tasks and prioritize them based on urgency. Excellent time management skills to meet deadlines and service level agreements (SLAs). Problem solver mindset with a pro-active attitude. Knowledge of ticketing tools such JSM and Freshdesk.

Recruitment process:
HR online interview Technical assessment On-site interview with the Head of Support with a short communication skills test

Employment contract:

Position based in Barcelona Spanish Permanent Contract Attractive package (base salary + bonus) On-call support required, one week per month Unnax is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.

If reasonable accommodations are needed for the interview process, please let us know what you need and we will do our best to accommodate

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