Headquartered in the vibrant city of Barcelona since 2013, Immfly strives to revolutionize the airline industry through cutting-edge digital solutions.With a strategic global presence and offices across Europe, Asia, and North & South America, our scalable and customizable offerings encompass In-Flight Entertainment, Connectivity, and Onboard Retail.We reach millions of passengers across hundreds of destinations, Making Every Flight One to Remember.Join our dynamic team and become part of a community committed to innovation, excellence, and enhancing the passenger experience.The RoleWe are looking for a motivated Operations Support Specialist to join our team hybrid from Madrid.This person will be responsible for providing technical and operational assistance to our customers by managing and resolving issues reported by users through the Jira platform or phone calls.The role involves close collaboration with development, product, and technology teams to ensure that problems are resolved, minimizing the impact on daily operations.What your day-to-day will look likeAcquire a deep understanding of how our solution works.Ticket Management: Receive, categorize, and prioritize tickets in Jira related to technical issues, change requests, and operational inquiries.Incident Resolution: Diagnose and resolve system issues or escalate them to the appropriate team when necessary, ensuring proper procedures are followed.Case Follow-Up: Continuously monitor open tickets, ensuring they are resolved within established timeframes, and maintain constant communication with affected users.Communication: Facilitate communication between users and the development teams, ensuring all parties are informed about the status and progress of tickets.Documentation: Keep detailed records of incidents, solutions implemented, and best practices in the company's Confluence knowledge base.Continuous Improvement: Identify patterns in incidents to suggest improvements in processes and tools used, aiming to reduce the recurrence of issues.Training and Support: Provide guidance and training to users on the proper use of internal systems and tools, helping to prevent common issues.Train our customer's employees when necessary onsite.One week per month you should participate in the on-call support service.On a biweekly basis, it is required to visit and work from our customer's facilities in Madrid (airport area).Support the area Manager on administrative tasks.On some occasions (i.e., company events), you might be required to travel to the headquarters located in Barcelona city (expenses paid).Requirements:Technically1-3 years of experience in a customer-focused position in a technical support role, preferably in software or IT.Knowledge of Hardware support (mobile), Database, Google and Microsoft Office Suite.Knowledge of Jira.Knowledge of Confluence, SQL, Postman, and Developer tools in Web environments is desirable.Professional written and interpersonal skills are essential when communicating with customers and clients.Travel: This position includes occasional trips.PersonallyA strong team player with a positive attitude & energy, with business presence, adaptability, and resilience.Strong problem-solving skills with the ability to handle challenging situations effectively.You are organized with high standards of quality and precision in a fast-paced deadline-driven environment.You are a proactive, persistent, and highly results-driven person with a continuous learning mindset.Customer-driven mindset with a positive attitude & energy, coupled with trustworthiness and excellent work ethic.Why join Immfly?A full-time permanent contract with an attractive compensation package according to your profile.Flexible Compensation Plan (restaurant, transport, health insurance, and childcare).Flexible working hours with a hybrid work policy (intensive work days on Fridays and in August).An international environment (20 nationalities) with a dynamic and disruptive team.Limitless professional development at Europe's fastest-growing company in its category.
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