L1 Support Consultant
Tap.Talent
Madrid, Spain
hace 5 días
source : Just Join IT

IT Support (nice to have)

Helpdesk (nice to have)

The key responsibilities are :

  • A L1 Junior Support Consultant will provide First Line Support (FLS) to global clients, Partners and implementation teams.
  • This is a client-focused role, which involves logging calls and ensuring they progress to completion whilst keeping clients consistently updated.
  • The role requires that FLS processes are followed and that client Service Level Agreements are met to maintain the reputation.
  • A L1 Junior Support Consultant should work methodically to ensure that issues and requests are correctly categorised and prioritised.
  • Responsibility should be taken for assigned tickets from inception to resolution.

  • Additional responsibilities include packaging software releases and licence keys and keeping known issues up to date in the Support Team Knowledgebase.
  • A key part of the role will be to proactively continue personal development and be driven to consistently deliver value outcomes for Aptitude Software.
  • The ideal candidate will have the following skills, attributes & experience :
  • Educated to at least Bachelor’s degree (students also welcome)
  • Has an analytical mind-set.
  • Can demonstrate customer-focussed / customer service skills.
  • Is a problem-solver.
  • Possess excellent interpersonal skills /
  • Good English skills, min. B2.
  • Is resourceful and self-motivated.
  • Understands relational databases.
  • Knowledge of Unix / Linux operating systems and tools would be advantageous.
  • Some programming experiences. Problem Solving and Client Service :
  • Can communicate in a concise and timely manner to support requests from clients, partners, and consultants.
  • Has tenacity in owning assigned calls through to resolution.
  • Provides clear and concise client updates.
  • Can prepare accurate and repeatable client reports
  • Is able to assist with the operation, maintenance, and monitoring of
  • Cloud services controls for software implementation, support and client communication, in order to meet client / user commitments and system requirements for system security and availability.
  • Availability and work shifts :
  • Shift work to cover mainly night shifts (18 : 00 02 : 00 or 02 : 00 10 : 00) and occasionally day shifts (10 : 00 18 : 00). Including work on Holidays.
  • Occasional cover on weekends may be required (min. 1 weekend per month)
  • Benefits :

  • Competitive Salary
  • Profit related bonus
  • Ability to purchase company shares on preferential terms
  • Private healthcare
  • Life and disability insurance
  • Social Fund (multisport card, gift card for Christmas & Easter)
  • EAP24 support
  • English language lessons during working hours
  • Flexible working conditions
  • Hybrid work model
  • Social Committee activities
  • Wellness acitivites
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