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Global Support Technician

Madrid
ES

You will provide Product Support to customers in Digital Business Platform (Integration, API and IoT Analytics area) based in Madrid:
 

Tasks and Responsibilities:

  • Provide professional, courteous and prompt technical support for assigned complex system level software products.
  • Help to conduct analysis and research colaborating with other members of the team to resolve  technical customer problems.
  • Have a documented troubleshooting plan in place.
  • Ensure that any solutions are recommended for publishing to the knowledgebase.
  • Demonstrate initiative in acquiring product skills in a single product family on several platforms, along with supporting technologies.
  • Identify continuous improvement activities
  • Provide after hours coverage as required.

Academic Degree:

  • Bachelor’s Degree or higher in fields such as (but not limited to) Engineering, Business, Finance, Accounting, etc. or equivalent  experience
  • Typically 1-3 years of relevant experience

Professional Experience:

  • 1 year

Special Knowledge:

  • soft skills in customer handling and dealing with difficult situations.
  • Prefered experience in a customer service or support role (e.g. Help Desk, direct end user contact or support)

IT Skills:

  • Expertise with Windows, Unix (Solaris, HP-UX, or AIX) or Linux operating system fundamentals.
  • Technical knowledge of webMethods and/or IBO Technology.
  • Technical knowledge of Relational databases (i.e. Oracle, SQLServer or DB2) and/or analyzing stack traces is a plus.

Languages:

  • Spanish native and good command of English.
  • German a plus

Additional Requirements/ Soft Skills:

  • Proven technical problem-solving ability.
  • Ability to effectively prioritize customer problems and manage multiple requests/expectations at once.
  • Excellent interpersonal and written communications skills.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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