Technical Support Customer Advocate

hace 1 semana

Madrid, Madrid, España Entrust Eu, S.L. A tiempo completo

About the Role:

The Technical Support Customer Advocate is a key member of the Entrust Eu, S.L. team, responsible for providing exceptional technical support to customers and partners. This role requires a strong analytical and problem-solving skillset, with the ability to work in a dynamic environment and take initiative to resolve customer issues.

Key Responsibilities:

  • Interact daily with customers to identify, document, and resolve customer issues
  • Provide timely, reliable, and professional service
  • Triage the CRM application queues daily
  • Ensure that customer interactions are logged within the CRM system and updated with the correct information
  • Provide first response to cases that are unclear as to what is being requested of support
  • Identify and escalate complex issues to the best available team member
  • Interact with various functional departments to provide timely and accurate solutions to customers
  • Perform daily administrative tasks assigned to the ECS Support team
  • Assist Global Product Support Management and Leadership to ensure day-to-day operations are functioning properly

Requirements:

  • 1 year of experience working in an IT Help Desk or Call Center, working with customers on a daily basis
  • College diploma and/or relevant background in a technical field
  • General knowledge of Enterprise Security
  • Strong analytical, troubleshooting, organizational, and problem-solving skills
  • Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment
  • Ability to work in a collaborative team environment
  • Strong English language communication skills, speaking, listening, writing, and reading

Preferred Qualifications:

  • Working knowledge of Microsoft and/or Linux-based operating systems
  • Knowledge of web servers, application servers, networking, and virtualization software
  • Experience with Salesforce, RemedyForce, or other CRM systems
  • Proficiency in other languages

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