Technical Support Specialist

hace 2 semanas

Santa Cruz de Tenerife, Santa Cruz de Tenerife, España Grupo Crit A tiempo completo
Job Description

Job Title: Support Analyst First Line

Job Summary: We are seeking a highly skilled and customer-focused Support Analyst First Line to join our team at Grupo Crit. As a key member of our support team, you will be responsible for providing exceptional technical support and problem-solving abilities to our customers.

Responsibilities:

  • Interact with customers via various communication channels, providing technical support and resolving issues in a timely and professional manner.
  • Identify, evaluate, and prioritize customer problems and complaints, ensuring that issues are addressed promptly and effectively.
  • Analyze customer problems and develop plans to resolve them, working closely with internal teams to ensure seamless support.
  • Assist in identifying resolution gaps at the helpdesk and contribute to the development of knowledge base submissions to improve support processes.
  • Evaluate new services, processes, and technologies introduced at the helpdesk, providing feedback and recommendations for improvement.
  • Participate in departmental training activities, including training programs on new technologies, procedures, and customer service enhancements.
  • Work collaboratively with departmental staff to promote and maintain strong customer service values, ensuring that our customers receive exceptional support.
  • Escalate unresolved issues to support leads and designated service groups, ensuring that complex issues are addressed promptly and effectively.

Requirements:

  • Mandatory languages: French
  • Basic PC skills and good communication skills
  • Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)
  • Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation
  • Basic understanding of the principles, theories, and practices of group dynamics and/or team development
  • Basic Business Development: Results Focused, Initiative
  • Customer-oriented

What We Offer:

At Grupo Crit, we offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.

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