Remote Support Engineer L1

**Location**
- Barcelona, Spain**Language**
- French***

**Description**:
**Why join us**

Are you enthusiastic about creating memorable experiences? Then come join us at Webhelp and work with energetic people who strive to enjoy every day.

We are looking for a **Remote Support Engineer L1 - French Market **to join our exciting projects, with leading brands from tech, finance, travel, fashion, healthcare, and many more industries.

**What we offer you**

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

Your benefits at Webhelp:

- Full-time contract, 39 hours/week: Monday - Friday from 09:00 to 18:00
- Competitive salary and performance bonus
- Great office location in Barcelona
- Friends hunting (referral) bonus
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses
- Opportunities for a career abroad through the Webhelp International Mobility Program

**What you’ll experience at Webhelp**

As a **Remote Support Engineer L1 **in our team, you will:

- Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Channel Partner Field Services Engineer
- Keep customers informed of the status of their case, elevating issues as needed within the Support Organization and ensuring that Service Level Agreements are met
- Document case history and interactions with customer in Meltio Service Platform to ensure proper handover to field, product/case history tracking and reporting. (Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.)
- Contribute to maintain the Knowledge Mgmt. System (KMS) sharing the knowledge with the rest of the organization
- Assist Field Service Engineers during onsite troubleshooting in case of need
- Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience
- Master on Technical knowledge on Meltio 3D printing products and technologies and transmit this knowledge to our customers and peers

**We’ll be a great match if you**:

- Are native or proficient in French and English
- Share our values of commitment, unity, integrity, recognition, and WOW
- Strong technical background with Bachelor’s degree in Science/Engineering - preferably Mechanical, Industrial or Electrical Engineering - or equivalent. Technicians with a strong background in technical troubleshooting without an engineering degree are welcome to apply
- Experience in a customer facing role (onsite support, remote support or similar) will be valued
- Experience in Additive Manufacturing technology, 3D Modeling Software, CAM software - and/or 3D printing workflows will be valued
- Experience in Robotics or Computer Numerical Control (CNC) for machining will be valued
- Ability to follow and read electrical/electronic diagrams will be valued

Personal Characteristic:

- Ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment
- Excellent organizational skills; able to prioritize work in accordance

**Don’t meet every single requirement?**

**Who we are**

Webhelp is a people-first company and a global leader in the BPO industry. With more than 100 nationalities, Webhelp Spain is one of the main multilingual centers of the Group. We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

**If this sounds like you, join us at Webhelp**

**Webhelp is an equal-opportunity employer**

RRQ23-004932-1-FRANCE