Level 1 Service Request Specialist

hace 1 semana

Valencia, Valencia, España BrainRocket A tiempo completo

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. ‍Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don't follow formats. We shape them. We build what works, launch it fast, and make sure it hits.

We are looking for a Level 1 Service Request Coordinator to join our sub-division team. The team is responsible for managing service requests and ensuring smooth task execution across departments. The coordinator will work closely with multiple teams to track progress, remove blockers, and make sure all requests are completed accurately and on time.

This is a great opportunity to discover your abilities, join a team of enthusiastic and highly committed professionals, as well as the opportunity for career growth

Requirements:

  • College degree in computer or IT related field, or equivalent experience
  • Experience with bug and issue tracking system
  • Ability to multitask in a fast paced environment
  • Excellent ability to learn and articulate software-related and technical concepts
  • Strong active listening skills and excellent written and oral communications skills
  • Excellent Customer Service Orientation
  • Strong attention to detail when communicating with customers
  • Basic experience with Linux is nice-to-have
  • Basic experience with SQL is nice-to-have

Duties and opportunities:

  • Basic Level 1 troubleshooting, redirect to L2/L3 as required
  • Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
  • Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
  • Qualification/replication of the reported issue in an appropriate customer environment
  • Information gathering to ensure complete availability of details required for root cause analysis
  • Provision of technical resolution or problem workaround
  • Incident routing/escalation to second/third level support or third parties where required

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