User Support Specialist

hace 2 semanas

Madrid, Madrid, España ESSP SAS A tiempo completo

**About ESSP SAS**

ESSP SAS is a young and dynamic company, a pan-European service provider, certified by EASA (the European Union Aviation Safety Agency) to deliver safety-critical services. Our mission is to operate and provide Communication, Navigation and Surveillance (CNS) services, among which, the main one is, the EGNOS service (the European Geostationary Navigation Overlay Service), on behalf of the EUSPA (the European Agency for Space).

**Job Summary**

We are seeking a highly skilled User Support Specialist to join our team. As a User Support Specialist, you will be responsible for providing exceptional support to our users, ensuring their queries are resolved efficiently and effectively.

**Key Responsibilities**

  • Manage user registrations and provide timely responses to user queries and trouble tickets.
  • Maintain and update helpdesk documentation and procedures to ensure accuracy and relevance.
  • Contribute to the development and maintenance of user support processes and policies.
  • Collaborate with the Front Desk team to provide 24/7 support services.
  • Monitor and report on helpdesk activity, identifying areas for improvement.
  • Evolving and maintaining the EGNOS Helpdesk ticketing tool, including configuration, administration, and interface with IT and external providers.
  • Elaborating and publishing monthly performance reports, maintaining user notifications, and contributing to EGNOS communication plans.

**Requirements**

  • Strong communication skills and ability to work autonomously.
  • Good knowledge of GNSS and EGNOS services and applications.
  • Experience in user interfaces, reporting, and helpdesk/service desk services.
  • Basic web layout design and administration skills.
  • Ability to synthesize and work in a team environment.
  • Language: English (C1) – CEFR and Spanish (desirable).
  • Engineering degree or equivalent.
  • Experience of at least 1 year in the satellite navigation domain or relevant application market segment.

**What We Offer**

  • Variable bonuses based on objectives.
  • Teleworking up to 3 days a week.
  • Health insurance, Life Insurance, and Saving plan.
  • Tickets Restaurant and Sustainable Mobility Package.
  • 29 holidays (for full-time year).

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