Tech Support Analyst
hace 2 semanas
Hello
At Factorial we're looking for a new Tech Support Analyst to help us boost the company to the next level in the Product success team.
Ready to be part of the challenge?
**The Role**:
**What will you be doing**:
- Learn the Factorial’s platform in detail
- Diagnostic and triage of complex issues and report them to the Development team
- Ensure that incidents are resolved within defined SLAs
- Identifying and reporting bugs to the development team.
- Consolidate knowledge base to improve first-level resolution and workflows
- Help improve internal training for the Support Team
- Work alongside Support and CX as a Main Point of Escalation
- Build reports and dashboards to track case trends and identify the top customer issues
- Help improve the Factorial product by suggesting enhancements
Your Profile
**You have +2 years of experience with**:
- Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff
- Highly skilled at researching, troubleshooting and solving complex issues
- Skilled at explaining technical problems and issues to the developers
- Experience with ticketing system such as Clickup
- Ability to work under pressure and adapt to a fast-changing environment.
- Appreciates challenging situations
- Great attention to detail
- Technically savvy
Perks of being part of our team
1. Healthy life with a free physiotherapist in the office, Gympass ️
2. Language classes with Yolk Academy & Factorial Language exchange
3. Syra and Nora Real Food discounts ❗
4. Breakfast in the office, organic fruit and free caffeine and theine
5. Flexible schedules ⏰, pet Friendly and no dress code
Is this you ? Come rock the world with us
About Factorial HR
Factorial is an all-in-one HR Software fast-growing startup founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions.Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +800 people in Barcelona, Brazil, Mexico, and EEUU offices.
Do you want to know more about us? We've won awards and received outstanding customer feedback since day one. It has closed over 120M$ in funding with top international venture capital firms (Tiger, CRV, Creandum, Point Nine Capital, and K Fund).
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