Are you a seasoned Support Analyst who wants to join an quickly-growing company at an exciting time? 

Our client is an international development agency which provides solutions through a unique blend of flexible and scaleable dev teams, intelligent client matching and briefing, and the support of their oversight pros every step of the way. This company is incredibly culture heavy, so they’re interested in your personality as much as your skills! You’ll be joining a brand-new product and tech hub in Barcelona so it’s an exciting time to join this rapidly growing company.  

As Senior Support Analyst you will upgrade our customer experience. This is an important role as it is the first dedicated support position - you will have a large impact shaping the support function, building support processes and documentation, and eventually managing a support team. 

So what’s in it for you? €35,000-€45,000 / Conference budget €1000 per year / Flexible Working Hours / Hybrid Working / Unlimited Leave   

Main Responsibilites 

  • Provide high-quality first-line support to customers of the company Platform & Marketplace, this will include internal and external users covering multiple roles and responsibilities 
  • Ensure all Incidents are investigated and key users are kept up to date on progress 
  • Perform initial Root Cause Analysis (debugging) of issues and their escalate to the technical team if required 
  • Actively record and manage support requests in the service desk system and ensure that requests are followed up and resolved in a timely manner 
  • Assist in the maintenance of appropriate documentation for technical resources, e.g. 
  • knowledge base 
  • Interact daily with diverse customers with varying degrees of technical knowledge in a calm and professional manner - as this is an external facing role we would love a candidate who embodies the company values and is proud to represent them 
  • Build out support processes, documentation and tooling in order to create a support function that will scale with the Marketplace and Platform engagement plan 
  • Build and execute a hiring plan for a support function that will scale with the Marketplace and Platform engagement plan 
  • Analyse and report on support performance (e.g. SLA’s and other metrics). Implement strategies to continuously improve the function, liaising with the product and technology teams to build and improve functionality. 

Key Skills and Requirements 

  • Hands-on experience working in an end-user desktop support role or computer operations environment 
  • Mac OS X (especially v11 and v12) 
  • Windows 
  • Ability to quickly navigate and understand modern web applications 
  • A service desk technologies (Freshdesk, Zen desk, etc...) 
  • Process and workflow mapping 
  • Diagramming tools 
  • Copywriting 
  • Management experience 

If you are passionate about customer support and think this company is the right fit for you then apply through Prosperity now! 

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