Your Tasks

• Manage requests from registered users in ticketing tools, maintaining the levels established in the SLAs.
• Provide support to users on functional issues related to the respective products.
• Track incidents and resolutions.
• Respond to questions about processes.
• Identify potential process improvements and promote them within the team.
• Identify system problems (recurring incidents) and proactively communicate with product managers to resolve them.
• Operational knowledge management (Provide training to end users or collaborators when necessary)
• Notify users and other teams of serious system incidents
• Perform tasks beyond those of Support to expand knowledge and broaden the scope of responsibilities (reporting, documentation, meetings with internal and external teams,
  etc.)
• Jour fixe with countries and external teams
• POCs for countries regarding any incident related to a product/feature managed by the company's product teams.
• On-call duty on rotating shifts to ensure the proper functioning of the company's products outside of office hours
• Work following established guidelines regarding the Incident Management, Problem Management, and Knowledge Management processes.

Your Profile

• Previous experience in customer satisfaction-related tasks.
• A high level of organization and excellent management skills.
• Communication skills & proactivity.
• Detail-oriented and analytical skills.
• Ability to work in a team without losing the drive to succeed.
• Empathy/Passion for customer service.
• Professional ethics, enthusiasm, and the ability to adapt quickly.
• Multitasking skills that allow you to adjust priorities on the fly.
• Ability to prioritize tasks and remain calm in the face of potential pressure.
• Go beyond customer service: anticipate potential problems, understand how to manage the needs of a technical team in relation to the needs of our customers.
• High level of Spanish and English.