We are searching for a helpdesk specialist for a company specialised in software solutions for innovation, digitalization and sustainability. The company has international presence, as it has offices in England, Italy, Uzbekistan and Spain.

Location: Madrid offices

SCOPE OF THIS POSITION: To provide 1st and 2nd level application assistance to customers 
HIERARCHICAL PLACEMENT: 

• Responds to the Help Desk Team Leader 
• Collaborate with the Application Support team 

INTERNAL RELATIONSHIPS: with the Production area, with Project Management 
EXTERNAL RELATIONSHIPS: with customers 

TASKS: 
1ST LEVEL ASSISTANCE: 

• Provides 1st level assistance through the ticketing system; 
• Provides telephone responses to customer questions; 
• Manages incoming emails; 
• Provides responses to requests for information; 
• Refers other types of questions to 2nd level assistance. 

2ND LEVEL ASSISTANCE: 

• Manages requests coming from the 1st level; 
• Analyzes the problem presented by customers; 
• Manages the problem raised by customers; 
• Obtains missing information from the customer or colleagues. 

RESPONSABILITIES: Responsible for customer service