1st Level Support Customer Care - Call CenterStibo DX is the global leader in digital transformation for media enterprises.
Our platform and services help automate complex content production and multi-channel delivery for the most ambitious and successful media globally.
A global and dynamic team of 200+ employees across Aarhus, Copenhagen, Atlanta, Hamburg, Oslo, Dhaka, and Málaga, we combine creativity and innovation with the stability of a long-standing organization.Our customers include The New York Times, Hearst, Gannett, The Economist, JP Politikens Hus, Mediahuis, The Hindu, and many more.What You'll Be DoingAs first-level support, you will be our customer's first point of contact, playing a key role in delivering a seamless and positive support experience.
You'll leverage your strong communication skills and problem-solving mindset to assist customers with inquiries, troubleshoot issues, and provide guidance on our products and services.More specifically, you will:Respond to customer requests via email, phone, or chat with empathy and professionalism.Identify, analyze, and document customer issues, ensuring they are resolved promptly or escalated to the appropriate second-level support team when necessary.Collaborate closely with internal teams to deliver timely solutions and maintain customer satisfaction.Maintain a clear and detailed log of all interactions in our ticketing system.What You'll BringFluency in English C1: Essential for effective communication with clients and team members.Proven Service Desk Operations Experience: Practical experience handling service desk tasks is crucial.Living in Malaga (going to the office is required).Able to pick up calls during the day.Desired Knowledge and SkillsITIL Guidelines: Background in ITIL is preferred but flexible.
ITIL certification is a plus but not mandatory or a blocker.Technical Skills (as a plus, all skills can be learned during training):Jira: Knowledge of Jira is desired but can be learned during training.AWS: Understanding of AWS is a plus, particularly in the context of the big picture rather than detailed infrastructure setup.Basic Server Management: Ability to perform basic tasks such as cleaning disk space, restarting services, etc., preferably using tools like Jenkins.Virtual Machines: Basic knowledge of using and managing virtual machines.Identity Management: Not required but beneficial.Database and Server Technologies: Familiarity with Nginx, Tomcat, Java, Varnish, and basic database management.Debugging Tools: Ability to use tools like Chrome debugging tools and Dynatrace for preliminary diagnostics.Log Management: Understanding of log management tools like Loki and Grafana.Soft Skills:Customer Communication: Strong communication skills to keep customers informed and reassured.Ownership and Responsibility: Ability to take ownership of issues and ensure they are resolved or adequately escalated.Problem-Solving: Ability to perform preliminary diagnostics and understand the nature of issues based on descriptions.Team Collaboration: Ability to work with different teams and escalate issues appropriately.Seniority LevelMid-Senior levelEmployment TypeFull-timeJob FunctionInformation TechnologyIndustriesInformation Technology Services and Technology, Information and Media #J-18808-Ljbffr