Technical Support Specialist

Remote 100% 30H / Week

Qatium is a cloud based developer of digital water technology with roots in Valencia, Spain and a presence around the world. We are a product-led growth company working on the digital transformation of the water industry.

What is the Qatium platform? Our SaaS solution gives operations & planning teams full visibility to run their water networks effortlessly in an open, digital environment. The objective: make the best use of a scarce and vital resource, water. Our product is a SaaS solution created to analyze water distribution networks and help operators optimize their network performance. The objective: make the best use of a scarce and vital resource, water.

Up to 50% of clean water may get lost before it reaches the tap. Qatium's mission is to create tools that can help in making the management of water infrastructure more efficient.

You can read more about Qatium at qatium.com. Also, you can take a test drive of our product at qatium.app.

We are 100% remote and work 30h per week. Sounds good? Keep reading

What can we offer you? Flexible schedule30 hours per week, distributed in 6 hours per day, from Monday to Friday.
Our team is mainly aligned in the CET/CEST timezone (UTC+1/UTC+2) but this specific role might require flexibility to align with customers all over the world.
Flexibility in starting time aligning with the rest of the team, the usual schedule will be from 12pm to 6pm.
Professional growthWe organize study groups to learn together about different topics, which will allow us to evolve with our product.
You will have a learning budget at your disposal, which can be used for purchasing books, course materials, attending conferences, etc.
We have a mentoring program available to help you grow in your career.
Team building activitiesWe organize a few events a year to bond and spend some time together in different parts of Spain. Have a sneak peak of Life at Qatium in our Summer Fest this summer.
What's your part in this? We are looking to expand our customer success and support teams to support both our product development team and to grow our user base. We are building a stellar self-service experience for our users and that's where you come in. You will help increase the accessibility, adoption and retention of the Qatium platform.

We are looking for a hybrid profile: part technical writer, part L1 support representative. Your writer side is someone who's passionate about writing clear, approachable and easy-to-read documentation. Your support side is someone who's passionate about serving others, client-focused, and dedicated to helping all users succeed.

In customer success, we aim for our users to get the most out of the platform, and this includes providing them with intuitive and inspirational articles in our knowledge base. We are working with the product and support team to get a deep understanding of the product and facilitate the users' in-app access to the relevant content.

Our knowledge base is a living, breathing document requiring constant updates and curation. We work with teams across the company creating new content (images, videos and text) and curating current articles. In the coming year we'll have loads of new Qatium features to explain and showcase, and we'll keep improving our Help Center, using data and customer feedback to make the best possible content.

Here are some of the things we think you will be helping with:

Reviewing our internal documentation
Producing and maintaining high-quality documentation that is appropriate for our users
Writing easy-to-understand online help articles, tutorials and developer guides
Collaborating to create tutorials to help users use all the functionalities in Qatium
Analyzing existing and potential content, focusing on reuse and single-sourcing opportunities
Ensure customer tickets are addressed and resolved in a timely manner
Proactively engage with users having issues, and keep them informed of the development of solutions should those lengthen
Resolve customer requests and support issues via inbound call, outbound follow-ups, email, and/or chat
Triage issues detected from application usage
Diagnose issues and find workarounds if possible
Engage with the development team to escalate bugs, problems, or missing information
Identify, resolve, and or escalate risks that may impact the business to the success team
Maintain documentation in troubleshooting or Help Center articles
Provide product and customer experience feedback to the product team
Who can join us? You must be willing to work remotely
You must be physically located in a UTC-4/UTC+4 timezone
At least 3 years of relevant work experience writing technical documentation
You have experience working in Start-up environments, or highly complex technical product companies
You must have a native level in written and spoken English and good level of written Spanish, German is a plus
Passion for helping people
Good communication skills, writing and speaking.
Driven to grow and take on new responsibilities.
True team player. Good interpersonal skills and ability to work in a team of diverse skills
Strong attention to detail, organization skills, with an ability to stay focused on assigned tasks.
Ability to learn and work effectively in a virtual environment
A quick thinker and a fast learner with the ability to work in a rapidly changing environment
At this time, we are only able to provide official employment status to residents of Spain. All other candidates join our team as a part-time or full-time independent contractor and are responsible for paying any taxes or fees where they reside. Other considerations Trying Qatium We invite you to sign up to Qatium, to experience the application for yourself. A demo model is provided for all new users on first login, so you'll have no excuse for not playing around a bit.

Our current Help Center We also invite you to explore our Help Center, to review our documentation and get familiar with our current resources.

Diversity & Inclusion at Qatium Our company is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression or any other legally protected status.

Recruitment Process Our recruitment process is designed to be quick and transparent. We want our candidates to be 100% sure of joining Qatium and for this reason we believe in transparency. There are 3 steps to that process:

Through CV screening, we will review if your profile matches our requirements.
If successful, you will have a screening interview with our people's team to ensure that both sides are aligned and expectations match.
If successful, we will send you a short task and schedule a 2h interview with the hiring manager and a colleague. We like to make them in pairs to present the Qatium mission, how we work, tell you our challenges and check the candidate experience and review the task.
Optional: A call with the team might be scheduled too.

You can see all the details in the recruitment process section in our handbook.

We encourage all qualified candidates, regardless of whether they meet every listed requirement, to apply for this position. If you are passionate about helping create tools to make the best use of water, and you believe you can make a meaningful contribution to our team, we want to hear from you. We are committed to providing equal opportunities for all applicants and welcome individuals from diverse backgrounds.

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