Field Service/Technical Support SpecialistWithin 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 the 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 a 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. You should be a highly skilled implementation specialist to customize and install software systems for our clients. In this role, you will support the installation, upgrade, and/or migration to the latest software applications, and answer questions relating to implementation. This is a client-facing role with the purpose of building and maintaining strong client relationships, ensuring customer satisfaction and smooth efficient support. You will also participate in the projects offices 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.Conduct 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 the 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 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.Ensure costs are in line with budget.
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