1st Tier Customer Support Analyst

hace 7 meses


Malaga, España Fortris Spain A tiempo completo

**Your mission**:
We are looking for an experienced
**Customer Support Analyst** with a strong passion for support and attention to detail to join our team in Malaga and manage the support field of the group’s companies that are located around the world.

**What you'll do**:

- Analyze and resolve client’s incidents and reply to their queries
- Daily monitoring of production environments
- Research, learn and work with the newest tools
- Day to day participation in the support function and provide direct customer support
- Review and resolve escalations if a support team member is unable to resolve a customer’s question or complaint
- Explore and evaluate new processes, techniques, and tools that could help improve the customer experience
- Contribute to the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
- Provide self-help and user guidelines to the clients
- Generate external documentation for the customers to reduce basic support requests and internal documentation to increase the knowledge base
- Help to train new hires
- The service will be delivered from our Málaga offices
- Be on a pager duty 24/7 rotation with team members to respond to critical incidents

**What you bring**:

- BS or MS degree in Computer Science or a related technical field
- Exposure to a wide range of open-source technologies and best software practices
- Experience with ticketing and documentation tools
- Excellent communication skills with clients
- Slightly paranoid view about security and privacy
- A pragmatic attitude and approach to solving problems and deliver solutions
- Proactive, go for attitude and unlimited creativity
- High level of English

**Bonus Points**:

- Knowledge of monitoring tools (Graylog, Grafana, Prometheus)
- Knowledge of Jira and Confluence
- Knowledge of Cryptocurrencies

**What we offer**:

- Challenging and exciting projects at an innovative international company that uses cutting-edge tech and Apple equipment
- Collaborative teams and agile multicultural environment
- Competitive salary with flexible compensation plan
- Flexible working hours and hybrid WFH model
- 25 paid vacation days + public holidays
- Private health insurance
- Relocation Package for you and your family, including soft-landing service to help you settle in
- Free English/Spanish lessons
- Free parking provided if needed
- Amazing office in Málaga city centre
- Team building events, learning labs and corporate events
- Ongoing learning and professional development opportunities
- Office perks including games console, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc
- Great Place to Work certified - Málaga Best Workplaces

**About us**:

- We integrate digital assets into enterprise and institutional treasury operations.

From payroll to cross-border transactions, Fortris was built from the ground up to slot right into your existing financial tooling.

Founded in 2017 by a team of payment and security veterans, we’ve designed a platform that links directly into a company’s infrastructure, making the adoption of digital assets simple.

As the world changes, we are ready to help your organization transition to the next step in financial technology.



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