Customer Service Analyst
5 days ago
Granada
Experteer Overview In this role, you provide first-line application support to clients in Spain, ensuring incidents are resolved efficiently and SLAs are met. You work with cross-functional teams to deliver reliable software and hosted solutions, logging issues and guiding customers through resolutions. You’ll help manage service levels, produce monthly usage reports, and support the Service Manager with SLA/OLA management. This hybrid, international role emphasizes autonomy, proactive prioritization, and strong client relationships. You will help drive service quality and customer satisfaction in a dynamic environment. Compensaciones / Beneficios • Serve as the first contact for internal and external users • Support apps, platforms, and hosted solutions with focus on critical incidents • Manage incidents: log, escalate, prioritize, and communicate with end users • Ensure services meet agreed SLAs and performance standards • Provide monthly reports on contracted services usage • Assist Service Manager with SLA and OLA creation and management • Build and maintain strong relationships with internal teams and customers • Collaborate with regional support community to share best practices • Plan and manage workload with autonomy and prioritization of requests Responsabilidades • Advanced English (C1 or higher) • Technical education in IT Systems Administration or equivalent experience • Strong analytical, solutions-oriented mindset • Experience in support, operations, or customer service • Ownership mindset and results-driven approach • Ability to prioritize and manage multiple tasks efficiently Requisitos principales • high degree of autonomy • innovation and collaboration culture • great compensation package and benefits • flexible working hours • remote work options • international, dynamic environment
Inma M.Active 22 hours ago
