Maintenance Solutions Expert

hace 3 días

Alcobendas, Madrid, España Fracttal A tiempo completo

Be Part of Our Maintenance Revolution
At Fracttal, we're redefining the global maintenance landscape, and we're looking for a skilled Maintenance Solutions Expert to join our team.

About the Role
As a Maintenance Solutions Expert, you'll be responsible for providing high-quality technical assistance and advisory to users, ensuring quick and effective remote responses and solutions to functional issues. You'll also manage service-related projects, reducing and optimizing the customer's time-to-value.

Key Responsibilities
• Provide technical consulting and support to customers via chat, email, and phone regarding our solution.
• Manage support tickets through the Help Desk, addressing Level 1 and Level 2 technical requests and gathering all required information from users.
• Resolve functional issues reported in daily support tickets, providing timely technical assistance to users.
• Maintain daily communication with active customers, ensuring optimal service delivery, and proposing ongoing technical and commercial improvements based on customer feedback.
• Evaluate the severity of incidents, analyze problems, run tests to determine impact (local or global), document issues, and escalate to the Product and Technology area if necessary while keeping customers updated.
• Offer consultative guidance, recommending the most suitable products to meet customers' technical needs.
• Oversee onboarding projects for new customers, ensuring smooth transitions, successful implementation, and full platform adoption.
• Conduct periodic audits for strategic customers to evaluate Fracttal's usability and optimize performance.

Requirements
• Professional degree in Systems, Informatics, Mechanical Engineering, or related fields.
• Native Spanish speaker (mandatory).
• Advanced English proficiency (mandatory).
• Excellent communication, interpersonal, and writing skills, especially for explaining complex technical concepts (mandatory).
• Strong learning ability and curiosity to stay updated with new technologies (mandatory).

What We Offer
• Permanent Employment Contract: Enjoy job stability with a permanent contract.
• Competitive Salary: Your salary will be aligned with the market standards.
• Hybrid Work Model: Split your time between 3 days at our coworking space in Alcobendas and 2 days working from home.
• Performance Bonus: Receive bonuses for achieving your goals.
• Continuous Learning: Personal and professional growth is one of our core values.
• We offer a study financing policy.
• Supplementary Health Insurance: Your health and well-being matter to us.
• Pet-Friendly Bonus: If you have furry friends, you'll receive a pet-friendly bonus because they're important to us too.
• Fitness Bonus: If you're into a healthy and active lifestyle, we offer a subsidy for your fitness activities.
• Wellness Sessions: Prioritize self-care with our "Wellness Time" sessions designed to promote well-being.
• Birthday Off: We celebrate birthdays here. You'll get a day off to enjoy your special day.
• Additional Marriage Leave: Planning to get married? You'll have extra days off to celebrate your wedding.

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