Senior Customer Relationship Manager

hace 2 semanas

Granada, Granada, España PALISIS SOFTWARE SL. A tiempo completo

About Palisis
At Palisis, we provide innovative software and hardware solutions for the transportation and tourism industry, helping our clients manage their operations efficiently and deliver outstanding customer experiences.We are a global team passionate about technology, service excellence, and continuous improvement.

What You'll Do
As a Support Specialist in our Customer Success Department, you'll play a key role in ensuring our customers get the most out of our products — both hardware and software. You will diagnose, troubleshoot, and resolve technical issues, ensuring smooth operation and top-quality service for our clients.
Your key responsibilities include:
Acting as the first point of contact for customer technical inquiries.
Diagnosing, troubleshooting, and resolving both hardware and software issues efficiently and effectively.
Providing step-by-step guidance to customers via ticketing system, email, and phone.
Installing, configuring, and maintaining Palisis devices and software when needed.
Documenting troubleshooting steps, internal processes, and best practices in helpdesk articles.
Escalating complex issues to L3 Support (Engineering) or other relevant internal teams.
Collaborating with the Customer Success Managers, Knowledge, Product and Engineering teams to improve processes and customer experience.
Participating in internal knowledge-sharing sessions.
Guiding customers on product use and best practices.

What We're Looking For
You are an experienced, multilingual professional with a strong technical background and a passion for helping others solve complex challenges.
Education: Ciclo Formativo de Grado Superior (or equivalent technical qualification).
Experience: At least 3 years in a similar technical support position, ideally covering both hardware and software.
Languages: Advanced English and German, fluent Spanish.
Location: Based in or near Granada (preferred) or elsewhere in Spain.
Technical affinity: Confident in troubleshooting, device setup, Android, and Google tools.

Preferred qualifications:
Additional languages such as Italian or French are a plus.
Background in IT, computer science, electronics, or systems support.
Experience with ticketing systems (e.g., Zendesk, Jira) and CRM tools.
Proven experience working towards KPIs or performance metrics.

Who You Are
A problem solver who enjoys tackling both hardware and software challenges.
Customer-oriented, empathetic, and confident in communication.
Driven by results and comfortable working towards measurable goals.
Eager to learn, open to feedback, and curious about technology.
Able to adapt quickly to new tools, processes, and changes in a constantly evolving sector.
A team player with a proactive mindset and a strong sense of responsibility.
Why Join Palisis
Work with cutting-edge hardware and software solutions in a dynamic industry.
A collaborative, international team passionate about customer success.
Opportunities for career growth, learning, and professional development.
Hybrid work model promoting flexibility and work-life balance.
Competitive salary and bonus structure linked to performance.

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