Join Our Maintenance Heroes!
Are you ready to join forces with true Maintenance heroes?
If you're passionate about technology and dream of being an agent of change in the world, this is your opportunity to shine while contributing to making it safer, more efficient, and sustainable.
We are more than just a company: we are a driving force in the digital transformation of the Maintenance and Asset Management industry. From our headquarters in Spain to our subsidiaries in Chile, Colombia, Brazil, and Mexico, we are redefining the global maintenance landscape.
Imagine being part of an intelligent maintenance platform that is revolutionizing the way thousands of companies worldwide manage their operations and assets. Your vision and passion will come together on an exciting journey towards the technological future!
Your Mission: Provide high-quality technical assistance and advisory to users, ensuring quick and effective remote responses and solutions to functional issues. Ensure active customer satisfaction by managing service-related projects, reducing and optimizing the customer's time-to-value.
Responsibilities
Provide technical consulting and support to customers via chat, email, and phone regarding our solution.
Manage support tickets through the Help Desk, addressing Level 1 and Level 2 technical requests and gathering all required information from users.
Resolve functional issues reported in daily support tickets, providing timely technical assistance to users.
Maintain daily communication with active customers, ensuring optimal service delivery, and proposing ongoing technical and commercial improvements based on customer feedback.
Evaluate the severity of incidents, analyze problems, run tests to determine impact (local or global), document issues, and escalate to the Product and Technology area if necessary while keeping customers updated.
Offer consultative guidance, recommending the most suitable products to meet customers' technical needs.
Oversee onboarding projects for new customers, ensuring smooth transitions, successful implementation, and full platform adoption.
Conduct periodic audits for strategic customers to evaluate Fracttal's usability and optimize performance.
Participate in weekly internal and external continuous improvement meetings with Customer Success and Product and Technology teams, preparing monthly progress reports and following up on product enhancement suggestions.
Requirements:
Professional degree in Systems, Informatics, Mechanical Engineering, or related fields.
Native Spanish speaker (mandatory).
Advanced English proficiency (mandatory).
Excellent communication, interpersonal, and writing skills, especially for explaining complex technical concepts (mandatory).
Strong learning ability and curiosity to stay updated with new technologies (mandatory).
It's a plus if you have?
Experience with SaaS platforms.
Experience with CMMS or GMAO software.
Intermediate/Advanced French proficiency.
Benefits:
Permanent Employment Contract: Enjoy job stability with a permanent contract.
Competitive Salary: Your salary will be aligned with the market standards.
Hybrid Work Model: Split your time between 3 days at our coworking space in Alcobendas and 2 days working from home.
Performance Bonus: Receive bonuses for achieving your goals.
Continuous Learning: Personal and professional growth is one of our core values. We offer a study financing policy.
Supplementary Health Insurance: Your health and well-being matter to us.
Pet-Friendly Bonus: If you have furry friends, you'll receive a pet-friendly bonus because they're important to us too.
Fitness Bonus: If you're into a healthy and active lifestyle, we offer a subsidy for your fitness activities.
Wellness Sessions: Prioritize self-care with our "Wellness Time" sessions designed to promote well-being.
Birthday Off: We celebrate birthdays here! You'll get a day off to enjoy your special day.
Additional Marriage Leave: Planning to get married? You'll have extra days off to celebrate your wedding.
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