Customer Support Manager (Spain) (offline)

A Technical Support Representative is required to join our growing team, to provide support to our clients in Spain using remote tools, telephone and email, supporting our Workforce Management Software Solutions .

Requirements/Technical Experience for the Ideal Candidate:
 Knowledge Spanish language (C1)
 Knowledge of basic I.T. concepts, IP and broadband
 Logical thinker with multi-task skill set
 Web Applications support

Attributes:
 Confident and Passionate about their job
 Solution focussed with the ability to work to drive change
 Ability to take on new roles, assignments and responsibilities as needed
 Excellent people interaction skills and communication skills both verbal and written
 Extraordinary attention to detail in case management, follow-up and follow-through

Job Responsibilities:
 Gathering Client’s Information, determining the issue and working with the team to resolve the problem
 Resolve customer queries through diligent research, reproduction of issues and troubleshooting
 Continuous client communication via phone and email
 Managing cases within SLA and ensuring issues are brought to full resolution or escalated when required
 Documenting clearly notes on client issues and stages of case until final resolution
 Database Management and Configuration to customer requirements
 Understanding system Specifications and documenting changes with sign off from Client’s
 Remain up-to-date with Company’s products and provide Training on-line when required
 Effectively interact with Team Members and Manager