Operations Support Specialist

hace 3 semanas

Barcelona, Barcelona, España Immfly A tiempo completo

About the Role

We are seeking a highly motivated and detail-oriented Operations Support Specialist to join our team at Immfly. As a key member of our operations team, you will be responsible for providing technical and operational assistance to our customers, ensuring seamless support and minimizing the impact on daily operations.

Key Responsibilities

  • Manage and resolve technical issues reported by users through the Jira platform or phone calls.
  • Collaborate closely with development, product, and technology teams to ensure prompt resolution of issues.
  • Acquire a deep understanding of how our digital solutions work.
  • Receive, categorize, and prioritize tickets in Jira related to technical issues, change requests, and operational inquiries.
  • Diagnose and resolve system issues or escalate them to the appropriate team when necessary.
  • Continuously monitor open tickets, ensuring they are resolved within established timeframes, and maintain constant communication with affected users.
  • Facilitate communication between users and development teams, ensuring all parties are informed about the status and progress of tickets.
  • Keep detailed records of incidents, solutions implemented, and best practices in the company's Confluence knowledge base.
  • Identify patterns in incidents to suggest improvements in processes and tools used, aiming to reduce the recurrence of issues.
  • Provide guidance and training to users on the proper use of internal systems and tools, helping to prevent common issues.
  • Support the area Manager on administrative tasks.

Requirements

  • 1-3 years of experience in a customer-focused position in a technical support role, preferably in software or IT.
  • Knowledge of Hardware support (mobile), Database, Google and Microsoft Office Suite.
  • Knowledge of Jira.
  • Knowledge of Confluence, SQL, Postman, and Developer tools in Web environments is desirable.

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