IT Support Specialist
hace 3 semanas
At Factorial HR, we're on a mission to revolutionize HR workflows for small and medium-sized enterprises (SMEs). To help us achieve this goal, we're looking for an experienced Product Support Specialist to join our team in Barcelona.
About the RoleWe're seeking a highly skilled and technically competent individual who can provide top-notch support to our customers. As a Product Support Specialist, you will be responsible for:
- Learning our platform inside out and identifying areas for improvement;
- Diagnosing and resolving complex issues in a timely and efficient manner;
- Managing a queue of incidents based on Service Level Agreements (SLAs) and defined prioritization formulas;
- Consolidating knowledge base articles to enhance first-level resolution and workflows;
- Collaborating with cross-functional teams to improve internal training and customer experience;
- Benchmarking case trends and identifying top customer issues to inform product enhancements;
To succeed in this role, you'll need:
- At least 2 years of experience in a similar position, preferably in a Software as a Service (SaaS) company;
- Excellent troubleshooting skills and the ability to communicate effectively with technical and non-technical stakeholders;
- A solid understanding of ticketing systems like Jira and HubSpot, as well as monitoring and logging tools such as Datadog, Sentry, and Elastic Stack;
- Strong organizational skills and the ability to work under pressure in a fast-paced environment;
- Familiarity with continuous improvement methodologies and a passion for excellence-oriented processes;
- Fluent English language proficiency; Spanish is a plus;
- Ability to adapt to changing priorities and work collaboratively as part of a diverse team.
In return for your hard work and dedication, we offer a competitive salary of €50,000 - €60,000 per annum, depending on your level of experience. You'll also enjoy a range of benefits, including:
- A flexible schedule and pet-friendly workspace;
- Breakfast in the office, organic fruit, and free coffee and tea;
- Access to Gympass and Alan private health insurance;
- Language classes with Yolk Academy & Factorial Language exchange;
- A chance to grow with a fast-growing company that's making a real impact in the HR industry.
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