Customer Support Technician Locations: Madrid, Sanoma Educacion
Time Type: Full time
Posted on: Publicado hace 2 días
The Customer Support Technician role will be based in Sanoma Spain (Santillana) and will work in the Tier 2 technical support team in the Regional Technology Centre in Madrid. The main role will be to resolve technical application issues affecting customers, such as primary and secondary schools, teachers, and students, who use our digital product offering.
Will collaborate closely with the Tier 1 customer service team, the Tier 3 development team, and the commercial team. In addition, there will be constant collaboration with other teams in the different Sanoma Learning regions in Europe. The technical support team in Spain is based in Madrid and operates in a hybrid mode, with remote working and regular visits to the office.
The technical issues that will face can be complex, and communication with multiple teams and individuals, both internal and external, to solve problems is a constant. In some cases, basic software development skills may be required, and will be responsible for gathering all relevant information so that development teams can resolve the problem immediately. Ideally, you will be able to solve other problems independently.
In many cases, will be in direct contact with customers (teachers) or on their behalf with sales representatives, keeping them informed in a professional way. This role will be the customer's advocate within the company and make sure that their problems are solved, either by the support team or by another team.
Requirements:
- Native level of Spanish in speaking and writing.
- Good English skills both spoken and written.
- Preferably located in the Madrid area.
- Interest in the role of support technician.
- Excellent problem-solving skills and experience in resolving complex technical issues.
- Experience using common customer service tools such as ticketing systems and associated processes.
- Communication skills and empathy towards end users.
- Ability to work in a team environment.
- Curiosity and positive attitude, comfortable with change.
- Ability to work independently and willingness to learn new things.
- Active and action-oriented mindset.
It is not essential, but it would be great if...
- Have experience with Jira and Confluence.
- Have knowledge of system integrations, APIs, and software development.
- Have previous experience in the education industry.
- Have knowledge or previous experience with Microsoft 365.
- Have worked in a multinational or multicultural environment.
About Sanoma Learning
Sanoma Learning is a leading K12 learning company in Europe, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child and help them reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary, and vocational education, we aim to increase our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for more than 25 million students.
Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, and we ensure equal opportunities for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other characteristics.
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