ROLE: IT Support Agent

 

2. DEPARTMENT: IT Support and Integrations

3. LOCATION: Palma de Mallorca, Spain

4. TYPE OF CONTRACT: Permanent with trial period

5. START OF EMPLOYMENT: ASAP

6. SALARY: Individual depending on education and experience in the range 18 000-25 000 € gross per year.

7. TRAVEL REQUIREMENTS: 10-30 days per year.

 

Summary of Role

For our IT Support and Integration department are looking for a new colleague to join the team.

You live (or want to live) in Mallorca and work in a thriving modern office in Palma with internationally diversified co-workers.

 

You will be supporting and helping users of our web interfaces and partners connected to our system. Our team work daily with general questions, monitoring trends and performance, investigations of issues and work to find answers and solutions both for short and long term to help our support clients in best possible way.

Our IT support team is involved in all parts of our system allowing overview and understanding of the whole business process from purchasing to selling and everything in between.

 

YOU ARE a person with a technical mind who loves solving mysteries and appreciates the value of great support.

 

We aim to find someone with excellent problem solving skills who is able to diagnose, evaluate and resolve complex problem situations, and when needed, escalate to appropriate colleagues.

This role requires good communication skills and ability to discuss any IT topic both with a technical and non-technical audiences.

 

A high level of written and spoken English is required!

 

Reporting and Key Relationships

· Reports to: Head of Support and Integrations

· Key relationships: Third party and Dynamic Direct Connectivity partners, IT department.

 

Experience, Skills and Qualifications

· At least 2 years of experience working with technical support to end users

· Knowledge of XML, SOAP, REST or similar

· Knowledge in querying a SQL database.

· Self-motivated and able to work well under pressure.

· Proven ability to operate and succeed in a fast paced environment with various competing priorities both independently and as part of a team.

· Excellent written and verbal communication skills

· Fluency in English, both written and spoken, is a must.

 

Duties and Responsibilities

· Being one of the experts of our system and supplier connectivity.

· Monitor, maintain and optimize supplier integrations

· Provide exceptional technical support in person, via phone, chat and email as appropriate.

· Create and maintain documentation and knowledgebase articles

· Diagnose, evaluate and resolve complex problem situations

· Resolve tickets including troubleshooting software issues.

· Report to and work with IT Operations team to resolve bugs.

· Perform UAT on bug fixes and new development.

 

Key Measures

· Ability to resolve tickets in a timely and correct manner

· Success of supplier integrations

· Resolution of reported incidents

· Satisfaction of Support customers

· Attitude towards customers and colleagues