Now you can be a part of a company that is changing the way MSPs do business. Our customer is developing a SaaS solution for MSPs that combines three products into one: RMM, PSA and Remote Access, on top of all that - it is very simple to use (our design philosophy). With their growing global customer base and with their latest innovations, they are now seeking to expand their Support team to preserve the good relations with our valued clients. What we they are looking for is individuals who are passionate, energetic and customer-centric. The ideal candidate will have the ability to empathise with customers and ensure they get the proper assistance and the right solution.

Responsibilities:

• Answer questions and deliver support to customers with varying degrees of product knowledge.
• Log all activities and transactions with the customers in our Helpdesk ticketing System.
• Identify and escalate tickets to the appropriate teams when needed.
• Perform proactive follow-up with customers.
• Analyse ticket trends by evaluating reports.
• Reproduce customer issues in the lab environment.
• Work within SLA guidelines.
• Maintain a high level of customer satisfaction.

Qualifications:

• Solid understanding of OSs – Windows Servers, Workstations & Mac
• Solid understanding of SAAS-based solutions.
• Knowledge of popular network topologies & security solutions.
• Excellent English language skills – both spoken and written.
• Mandatory – Fluent Spanish language skills, both spoken and written
• Advantage – Previous experience with RMM / PSA solutions.