Field Service/Technical Support Specialist Within a global team, you will be responsible for providing frontline user and customer support to our fast-growing business in Spain.
Reporting to the IT Director in Spain, you will work with other Regional team members based in Madrid, Barcelona, and other European and Central teams for 2nd and 3rd level support based in Central Europe and APAC.
As Field Service/Technical Support Specialist, you will be responsible for the proper diagnosis of any IT-related issue, and escalation to central teams if and when needed.
This is a client-facing role with the purpose to build and maintain strong client relationships, ensuring customer satisfaction and smooth, efficient support.
You will also participate in the projects office maintenance, moves, or extensions.
The position may require travel mainly across Spain.
If you are a talented Field Service Specialist with a 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;Provide field service to solve or escalate all incidents and requests in a predefined, accurate, and timely way;Install, maintain, deinstall, and change 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 a project is ready for pilot by the Technical Account Manager, you will participate in 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 multitasking is key for this perception;Support testing and software package implementation out of business hours if required, to reduce impact for our merchants;Participate in the On Call Duty service as per timeline schedule;Ensure costs are in line with the budget.Skills and Education:IT or Technology education;2 - 5 years' experience in a similar position;Technical background as IT Service Desk or Technical Support (First Level);Understanding of PCs, Operating Systems, Networks, and Point-of-sale related technology and transactional systems;Familiar with Ticketing Systems;Experience with Payment Systems/Solutions is a plus;Proven understanding of customers' needs and ability 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 organizational 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 attention to detail;Willingness to travel (max 50%) within 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 a fast-growing international Technology company;Development and potential to grow as a professional in the IT-related area;Multi-cultural environment;Inspiring colleagues from many different countries;Salary package + Benefits (bonus plan, restaurant tickets, possibility of homeworking, etc).
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