TECH SUPPORT SPECIALIST

Descripció de l'oferta

This role will report to the Tech Support Lead. The ideal candidate will be responsible for configuring and troubleshooting our product to resolve technical issues. Escalating when necessary and contributing to our internal process wiki and our customers Help Center knowledge base. Contributing to give the best customer experience and also notifying our users and when applicable our internal incident response team proactively of downtimes. Your ability to work in complex networking environments will also make you an ideal candidate. Core KPIs are: Time to resolution, first response time, case volume, Service Level Agreement adherence, following our standards in support interactions. Customer satisfaction. Reloadly success ratio and latency. Important Note: This is a rotating shift position: during the month, you will work the morning, afternoon and night shifts, as well as at least one weekend per month, with the corresponding legal breaks and allowancies.

Detall de les funcions del lloc de feina

Manage and address electronic tickets efficiently via intercom and Jira Communicate with any customers affected in an engaging, warm and timely manner, troubleshoot and solve their issues with 5 star support. Provide timely updates and resolution according to our SLA Resolve product or service issues by investigating the root cause of the problem Keep our customers happy and engaged with our product Monitor and troubleshoot system alerts, escalate critical issues, and follow up with various parties through service restoration Dig deep in logs, proactively monitor and take action before affecting live traffic identify recurring errors and proactively collaborate with Product and Engineering team to improve our product and customer requests Participate in on duty follow the sun rotation during weekends and public holidays when required

Requisits

• Experiència 2 anys. 2+ years' of technical support experience
• anglès (parlat L, escrit L)
• Competències / coneixements: Good understanding of web services, API, Postman and IP based protocols. Proficient in MS Office applications (Word, Excel). Advanced proficiency in Excel is an advantage

Condicions del lloc de treball

• Contracte laboral indefinit
• Jornada completa
• Salari mensual brut des de '3200' fins a '3300'
• Altres dades d'interès: Hybrid framework ● Remote days available upon agreement ● Private health and dental insurance ● Fresh fruit in the office along with other supplies like coffee, tea ● Regular fun team events ● An easy-going and super-friendly working environment in a start-up that is growing rapidly, where you will be shaping the company together with us ● Exciting tasks with the option to learn and grow and take over much more responsibilities as fits your skill-set and personal goals ● A job in one of the most creative and exciting growing industries: fintech, API