DirecciónField Service / Technical Support Specialist
Within a global team, you will be responsible for providing frontline user and customers support to our fast-growing business in Spain.
Reporting to the IT Director in Spain,you will work with the other Regional team members based in Madrid, Barcelona, and other European and Central teams for 2 and 3 level support based in Central Europe and APAC.
As Field Service / Technical Support Specialist, you will be responsible for proper diagnosis of any IT related issue, and escalation to central teams if and when needed.
You should be a highly skilled implementation specialist to customize and install software systems for our clients. In this role, you will support on the installation, upgrade and / or migration to latest software applications, and answer questions relating to implementation.
This is client facing role with the purpose to build and maintain strong client relationships ensuring customers satisfaction and smooth efficient support.
You will also participate in the projects offices maintenance, moves or extensions.
The position may require travels mainly across Spain.
If you are a talented Field Service Specialist, have passion for customer satisfaction then this is the right job for you!
Duties and Responsibilities :
- Being the first point of contact according to defined service levels and operating hours;
- Provide local 1st line support to Global Blues customers (merchants) and Refund Offices. All contacts (i.e. incidents, requests / work orders ) have to be logged in an accurate and timely way as per defined Merchant Services processes;
- Operate the Issue Tracking System and the related processes including communication and escalation structures;
- Doing Field Service to solve or escalate all incidents and requests in a predefined, accurate and timely way;
- Install, Maintain, Deinstall, Change of Global Blue Issuing Solutions according to Merchant Services processes and procedures;
- In coordination with the sales team, provide training and after sales support related to the Issuing Solutions (onsite, or by phone);
- Maintain, operate and keep the local inventory accurate and provide inventory access / reports to Global Blues Merchant Solutions team;
- Once project is ready for pilot by the Technical Account Manager, you will participate on the pilot and rollout plan.
- Ability to Multitask : The goal of providing good customer service is to make each client feel like they’re the only customer that matters, so multitask is key for this perception.
- Support testing and software packages implementation out of business hours if required, to reduce impact for our merchants.
- Participate in the On Call Duty service as per timeline schedule.
- Costs to be in line with budget.
Skills and education :
- IT or Technology education;
- 2 5 years’ experience in a similar position;
- Technical back ground as IT Service Desk or Technical Support (First Level);
- Understanding of Pc, Operating Systems, Networks and Point-of-sale related technology and transactional systems;
- Familiar with Ticketing Systems;
- Experienced on Payment Systems / Solutions is a plus;
- Proven understanding of customers’ needs and able to provide solutions or escalate issues;
- Strong customer service orientation;
- Independent and self-motivating personality, able to work under remote management;
- Strong resolution orientation, interpersonal, communication and organization skills;
- Ability to work independently and as part of a team and present ideas clearly and concisely;
- Strong analytical and problem-solving skills.
- Excellent organizational, time management and customer service skills, with detail oriented.
- Willingness to travel (max 50%), though Spain.
- Good English language skills (oral & written)
You will have a variety and challenging job in a fast growing international Company with excellent development potential.
Location : Madrid
We offer :
- Work in fast growing international Technology company
- Development and potential to grow as professional on IT related area.
- Multi-cultural environment.
- Inspiring colleagues from many different countries
- Salary package + Benefits (bonus plan, Tickets restaurant, possibility of homeworking, etc),
