IT Technical Support Specialist

hace 7 días

Barcelona, Barcelona, España Free Now A tiempo completo

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our IT team at Free Now. As a key member of our team, you will be responsible for providing technical support and maintenance for our Zendesk instance.

Key Responsibilities:

  1. Servicing Zendesk Administrators: You will serve as one of our Zendesk Administrators, ensuring the smooth operation of our Zendesk instance.
  2. Developing and Maintaining Zendesk: You will lead the development and maintenance of our Zendesk instance, including configuration, support, and maintenance tasks.
  3. Executing Day-to-Day Tasks: You will execute day-to-day configuration, support, and maintenance tasks to ensure the optimal performance of our Zendesk instance.
  4. Troubleshooting and Problem-Solving: You will troubleshoot and provide solutions for technical issues and escalations, ensuring that our customers receive timely and effective support.
  5. User Account Management: You will provide new user accounts, manage licenses and permissions, and set up multiple user profiles and roles.
  6. Customizing Zendesk: You will customize forms, fields, views, triggers, and other business rules to meet our business needs.
  7. Implementing System Rollouts: You will implement and support new system rollouts, maintenance, upgrades, and process improvements.
  8. Collaboration and Communication: You will work closely with functional leaders, organizational units, and subject matter experts to ensure seamless collaboration and communication.
  9. Process Improvement: You will identify, develop, and deploy new business processes and integrations to improve our operations.
  10. Technical Synergies: You will implement technical synergies across multiple desks to enhance our overall performance.
  11. Application Configuration: You will configure applications to meet strategic initiatives and client requirements.

Requirements:

  1. Zendesk Experience: You must have 3-5 years of Zendesk Administrator experience, demonstrating strong knowledge and understanding of the platform.
  2. Zendesk API Familiarity: Familiarity with the Zendesk REST API is a plus.
  3. Service Commitments: You must fulfill service commitments with style, speed, and skill.
  4. Stakeholder Trust: You must earn the trust of internal and external stakeholders by providing facts, insights, and recommendations in a solution-oriented way.
  5. Communication Skills: You must proactively communicate and explain ideas clearly.
  6. Automation Promotion: You must promote automation to reduce manual tasks during meetings or support calls.
  7. Collaboration: You must collaborate with internal partner teams like Solutions & Automations.
  8. Incident Reporting: You must actively point out incidents and participate in constructive discussion.
  9. Task Handling: You must handle cross-work tasks effectively.
  10. Deadline Management: You must be able to meet deadlines, handle, and prioritize simultaneous requests.
  11. International Experience: International Business experience would be an added advantage.

Benefits and Perks:

  • Flexible Working Arrangements: We offer flexible working arrangements to ensure a healthy work-life balance.
  • LinkedIn Learning: You will have access to LinkedIn Learning to enhance your skills and knowledge.
  • Sabbatical and Special Leave Policies: We offer sabbatical and special leave policies to support your personal and professional growth.
  • WeRoad Partnership: You will have the opportunity to participate in our WeRoad partnership program.
  • Birthday, 24th, and 31st December Off: You will receive these days off as a token of appreciation.
  • Short-Term EU Work Policy: We offer a short-term EU work policy to support your career growth.
  • Mobility Credit: You will receive mobility credit to support your professional development.
  • Health Insurance: We offer health insurance to ensure your well-being.
  • Employee Assistance Program: You will have access to our employee assistance program to support your mental health and well-being.

Diversity, Equity, and Inclusion:

Free Now is an equal opportunity employer and considers qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability, or age.

We want you to grow and evolve.

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