Technical Support Specialist

hace 5 días

Barcelona, Barcelona, España Einzelnet Systems S.R.L. A tiempo completo

Job Summary

We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Einzelnet Systems S.R.L. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Triage and manage the queue of incoming cases, ensuring that all necessary information is collected and documented.
  • Assign and manage cases from the queue, utilizing your expertise and knowledge to resolve issues efficiently.
  • Own each case from opening to resolution, relying on training, playbooks, knowledge, and peers to troubleshoot and resolve cases across all Duetto products.
  • Document product defects and articulate expected behavior, actual behavior, and repro steps to engineering.
  • Participate in peer review of knowledge articles and case escalations, and system monitoring.

Requirements

  • 2+ years of experience in Hospitality or Hospitality Technology.
  • Client-centered approach and professional orientation.
  • Self-driven, motivated over-achievers who fit well with our team culture.
  • Good team player, flexible, and positive attitude.
  • Intelligent problem solvers who can troubleshoot complex, technical issues.
  • Ability to articulate a path to resolution in written English.
  • Ability to defuse volatile situations and work under pressure.
  • Strong analytical skills, as 50% of our cases deal with integrations and data quality.
  • Familiarity with XML is a big plus.
  • Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.

Preferred Qualifications

  • University Degree preferred.
  • Experience with ticketing systems (Service Cloud, JIRA, etc).

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