Product Support Specialist
hace 2 días
Overview At Factorial we are looking for a Product Support Specialist for our office in Barcelona to help us take the company to the next level. A candidate who shares our passion for excellence and approaches the technical support role with a user-first mentality. The perfect candidate is a technically skilled person with strong troubleshooting abilities and good organizational skills.The Role Learn the Factorial’s platform in detailDiagnostic and triage of complex issues and report them to the Development teamManage a queue of incidents in an effective way based on SLAs and defined prioritization formulaConsolidate knowledge base to improve first-level resolution and workflowsHelp improve internal training for the Customer and Product Support TeamWork alongside Customer Experience teams as a Main Point of EscalationBuild reports and dashboards to track case trends and identify the top customer issuesHelp improve the Factorial product by suggesting enhancementsYour Profile 2+ Years Experience in a similar role, preferably in a SaaS companyTechnically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staffBe able to communicate effectively with customers and internal teamsHighly skilled at researching, troubleshooting and solving complex issues. Experience and understanding in technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plusExperience with ticketing systems such as Jira, HubSpot is a plusExperience in monitoring and logging tools such as Datadog, Sentry, ES, etcAbility to work under pressure and adapt to a fast-changing environmentGood team player, resolutive and proactivePassionate about the continuous improvement of processes, as well as excellence-orientedFluent English is required for the role; Spanish is a plusPerks of being part of our team High growth, multicultural and friendly environmentAlan private health insuranceHealthy life with Wellhub (Gyms, pools, outdoor classes)Save expenses with CobeeLanguage classesGet the most out of your salary with PayflowBreakfast in the office and organic fruitNora discountsPet FriendlyJoin Factorial Diversity is part of our culture, we have more than 43 nationalities in our teams and we are infused in an inclusive environment for all employees and candidates. Please feel free to apply with the way it suits you better (blind resume, identity pronouns, cover letter, etc). We do not discriminate on any aspect, in fact; Factorial encourages everyone to join usAbout Us At Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance, and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people. With over 1,200 employees across 7 markets, we serve 700,000+ users and are one of Europe’s fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona. We believe in bold goals, radical ownership, and inclusive collaboration. If you\'re excited to shape the future of business management technology, we’d love to meet you.Our Values We own it: We take responsibility for every project. We make decisions, not excuses.We learn and teach: We\'re dedicated to learning something new every day and, above all, share it.We partner: Every decision is a team decision. We trust each other.We grow fast: We act fast. We think that the worst mistake is not learning from them.#J-18808-Ljbffr
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SaaS Product Support Specialist
hace 2 días
Barcelona, España Factorial A tiempo completoA leading SaaS company in Barcelona seeks a Product Support Specialist to enhance user experiences. Your main responsibilities include diagnosing complex issues, managing incident queues, and improving support processes. Ideal candidates have 2+ years in a similar role with strong troubleshooting skills, effective communication, and a collaborative spirit....
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SaaS Product Support Specialist
hace 30 minutos
Barcelona, España Factorial A tiempo completoA leading SaaS company in Barcelona seeks a Product Support Specialist to enhance user experiences. Your main responsibilities include diagnosing complex issues, managing incident queues, and improving support processes. Ideal candidates have 2+ years in a similar role with strong troubleshooting skills, effective communication, and a collaborative spirit....
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