Technical Support Specialist
hace 3 semanas
Join a global leader in technology and services
We're a pioneering company that powers the brands of the future, with a presence in over 70 countries. If you're looking to grow and be inspired, as a Technical Support Advisor in Barcelona (on-site), you'll be part of our team of innovators who are shaping the future of tech, finance, travel, fashion, healthcare, and more.
Career growth and personal development opportunities
We offer a range of FREE Learning and Leadership Development programs designed to help you succeed and achieve your career goals. In fact, about 80% of our managers and leaders have been promoted from within.
About the role
As a Technical Support Specialist on our team, you will:
- Ensure customer success by answering and resolving technical support cases from tier customers via email, chat, adhering to our response SLAs and maintaining a high level of customer satisfaction.
- Have or develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation in order to ensure customer success.
- Contribute to team efficiency by understanding and consistently adhering to support processes for: case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
- Reproduce customer problems in order to file effective bugs and resolve customer issues.
- Improve product quality by independently and consistently adhering to team processes for filing bugs and feature requests.
- Provide feedback to your team and other teams by adhering to established processes for filing product and documentation bugs, and/or feature requests, occasionally with guidance from higher levels.
- Write guides and Knowledge Base articles about processes, products and tools used by the team.
Your qualifications
We welcome individuals from diverse backgrounds who are curious and willing to learn. Your natural talent to help others and go beyond expectations for our customers will fit right in with what we do and who we are.
About us
We're a great match if you:
- Have a proficient or bilingual level of English.
- Are analytical and have a resolutive mindset.
- Can write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points.
Salary Information
The estimated salary for this role is €40,000 - €60,000 per year, depending on experience.
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