Our client is a technology services company based in Barcelona. They are specialized in software development for the cloud and they work for international costumers.
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues (globally).
• Analyse and troubleshoot advanced System Issues on SaaS Platforms
• Follow department's escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Train, coach, and mentor End-users
Candidate requirements
• University Degree
• Exceptional knowledge of computer software. Additional experience with mobile applications would be an asset.
• Deep-seated experience with desktop and server operating systems
• Demonstrated progressive experience in technical support team.
• Proven track record of developing and providing Help Desk deliverables
Personal Attributes
• Solid relationship management and performance management skills.
• Strong IT Technical Background
• Structured work-approach
• Exceptional written and oral communication skills at least in English. Any additional language will be a plus.
• Exceptional interpersonal skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working autonomously and working in a team-oriented, collaborative environment.
• Ability to train and convey knowledge clearly
Work Conditions
• Additional working hours as required (1 weekend per month on call availability)
• Occasional travel may be required (5-15%)
Remuneration
• Market average salary + performance based bonus + extra compensation for occasional week end shifts + extra compensation for travel
• State of the art work equipment
• Possibility to grow
