Your mission: We are looking for an experienced Customer Support Analyst with a strong passion for support and attention to detail to join our team in Malaga and manage the support field of the group's companies that are located around the world.
What you'll do:
Analyze and resolve client's incidents and reply to their queriesDaily monitoring of production environmentsResearch, learn and work with the newest toolsDay to day participation in the support function and provide direct customer supportReview and resolve escalations if a support team member is unable to resolve a customer's question or complaintExplore and evaluate new processes, techniques, and tools that could help improve the customer experienceContribute to the continuous improvement of processes and controls within the team, adopting ITIL best practices where possibleProvide self-help and user guidelines to the clientsGenerate external documentation for the customers to reduce basic support requests and internal documentation to increase the knowledge baseHelp to train new hiresThe service will be delivered from our Málaga officesBe on a pager duty 24/7 rotation with team members to respond to critical incidentsWhat you bring:
BS or MS degree in Computer Science or a related technical fieldExposure to a wide range of open-source technologies and best software practicesExperience with ticketing and documentation toolsExcellent communication skills with clientsSlightly paranoid view about security and privacyA pragmatic attitude and approach to solving problems and deliver solutionsProactive, go for attitude and unlimited creativityHigh level of EnglishBonus Points:
Knowledge of monitoring tools (Graylog, Grafana, Prometheus)Knowledge of Jira and ConfluenceKnowledge of CryptocurrenciesWhat we offer:
Challenging and exciting projects at an innovative international company that uses cutting-edge tech and Apple equipmentCollaborative teams and agile multicultural environmentCompetitive salary with flexible compensation planFlexible working hours and hybrid WFH model25 paid vacation days + public holidaysPrivate health insuranceRelocation Package for you and your family, including soft-landing service to help you settle inFree English/Spanish lessonsFree parking provided if neededAmazing office in Málaga city centreTeam building events, learning labs and corporate eventsOngoing learning and professional development opportunitiesOffice perks including games console, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc.Great Place to Work certified - Málaga Best WorkplacesAbout us:
We integrate digital assets into enterprise and institutional treasury operations.
From payroll to cross-border transactions, Fortris was built from the ground up to slot right into your existing financial tooling.
Founded in 2017 by a team of payment and security veterans, we've designed a platform that links directly into a company's infrastructure, making the adoption of digital assets simple.
As the world changes, we are ready to help your organization transition to the next step in financial technology.
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