Technical Support Engineer - Barcelona, España - NPAW

NPAW

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

NPAW is the leading video intelligence company helping online streaming services grow.

A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.

Description

You will join our "Houston team", a team based in BCN that's offering 24/7 premium support to our customers as one of the 1st line help desk professionals.

Your schedule will be rotating shifts every 2 weeks (morning, afternoon and night).

You'll be monitoring our costumers service by using our real-time analytics tool; check common procedures and troubleshooting tips in case of finding issues; communicate with the right people within the team and in our customers' teams in order to let them know the status of the issues and let our technical team solve them (in case you have to scale it).

Responsibilities

Monitor our customers' service.
Detect and notice issues
Solve level 1 and 2 issues
Properly escalate unresolved queries to the next level of support
Keep the customer up to date when there's any problem
Ensure proper recording, documentation and closure
Build reports
Update client references by writing and maintaining documentation.
Provide answers to clients by identifying problems; researching answers; guiding clients through corrective steps.

Requirements:

We are looking for a professional interested in developing a technical career in support services and customer engineering departments.
Spanish and English skills are required.
Experience in customer care / customerfaced roles working with ticketing systems will be considered as an asset.
Organization and diligence are your strengths.
Proactivity and eagerness to learn are mandatory We need you to anticipate problems, recommend changes and maintain our great client support standards.
You are an autonomous person who is able to work alone, but also collaborate with clients and colleagues.
Basic knowledge about the technical aspect of video will be highly considered

Benefits

Competitive salary
Permanent contract
Flexible compensation plan
Restaurant
Transport
Nursery
Health insurance
Birthday afternoon off
Career growth opportunities
Access to continuous training
Language lessons ‍
Referral bonus
International & multicultural team (more than 20 nationalities)
Fun environment: volunteering, company events, BBQs, pizza days, etc.
A great office based in Barcelona
Free drinks, fruit & snacks
An amazing technological challenge ‍

Follow us on Linkedin and Twitter to see what we are up to, or have a look at Instagram to see what it's like to work at NPAW

We celebrate the diversity, and we want our employees to reflect those differences. At NPAW, we're committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law._