Technical Support
COUNTRY
Spain, Barcelona
JOB SUMMARY
The technical support
position is a part of the Operations team; its main mission is to provide complete technical coverage in everything related to the area of recurring business. From the reception and resolution of incidents that come in by phone or email, following with the process of swapping players in case of breakdowns, as well as the preparation and loading of content in the players (fulfilment process). Within the Rollout process, whether to new clients or technology changes, it is an important position since it is responsible for the physical preparation of the players (fulfillment included) and the management of shipments to the destination (stores). This role includes up to a portion of the warehouse logistics tasks, primarily the reception of incoming materials, as well as the preparation of daily outgoing shipments (players).
CORE RESPONSIBILITIES
Answer incoming calls about incidents related to music & visual players and try to provide an immediate solution over the phone (national and international calls). Main languages: Spanish, Catalan, English.
Preparation of players and loading of content (fulfilment) with a complete verification before shipment to destination (stores), print shipping label is included in this process.
In urgent shipments, shipments with incidents, problems with customs, etc., follow up with the courier company to inform the people involved of the situation regarding the issue and its progress. In complex cases he must refer to the department manager.
Follow-up of player pick-ups launched with the assigned courier company.
Review of players received (Swapping process or store closures) and determine if it's to be repaired, destroyed or transferred to RB and make these physical changes in the warehouse and inform the warehouse manager so that he can make the movements in the system.
Reception and control of equipment deliveries in the local warehouse, in the case of being for projects, notifying in every case the assigned PM about its availability.
Management of the request, follow-up and reception of CD updates for MP**** series.
Preparation and control of connectivity Reports (music), which are provided to the sales department and subsequently shared with customers.
Support email account management - ****** (assigned to the person in this role with the most knowledge of the clients), who must have the ability to escalate or provide a solution himself.
Updating/changing content in coordination with the local Creative Manager and requests from the sales department
Active participation in the reconnection of devices (Online Players)
Participation in Rollouts, equipment preparation, fulfilment, shipping and remote support to the installation.
Detect and escalate any serious or major incident to the Local Department Manager.
KNOWLEDGE, SKILLS AND ABILITIES
Previous experience in hotline support (Recommended)
Technical profile with IT and Audio & Visual (if possible) knowledge.
Ability to solve problems quickly and effectively
Written and verbal communication skills
Versatility, capable of handling issues simultaneously
Ability to work under pressure
High level of dynamism and multitasking
English language advance.
IDÓNEO CHARACTERISTICS
Resolutive
Collaborative
Empathy
Optimistic & Energetic
Work as a team
DEVELOPMENT GOALS
Enhanced training and improving knowledge in other areas of the department
Career progression to Junior PM.
AREAS OF MEASUREMENT
High level of incident resolution by phone.
Minimize swapping devices process
SLA achievement for tasks assigned