We are looking for a Technical Product Support Analyst with a technical background to join our Client Service Team remotely from Spain as an independent contractor. This position is responsible for providing best-in-class service to our clients, focusing on the client experience .
The Client Service team handles 3rd level Technical Support for our clients. You will support our suite of products, including our market-leading ERP Exerp Platform, Web-services, and Apps. Our products are complex, highly customizable, and flexible to meet our clients' needs.
Alongside solving our clients' most crucial problems, the position offers exciting career prospects as we are continually developing as a department.
What You’ll Do
You will be in daily contact with clients, aiming to deliver the best possible experience. Communication typically occurs through tickets, and you will participate in client meetings.
Our customers include some of the largest fitness chain operators worldwide. You will interact directly with dedicated Exerp superusers and application specialists, who rely on our support. Your role involves analyzing and resolving complex client issues, involving internal resources until problems are resolved.
You will collaborate with a team of Technical Product Analysts to assist clients with product issues, technical troubleshooting, and bug tracking. You will report issues directly to our Engineering teams.
Additionally, you will be part of our Major Incident Response Team, tackling urgent and critical client problems.
What You’ll Bring
You should have a bachelor’s or master’s degree or relevant work experience in technical support or similar client-facing roles, ideally supporting software applications. Excellent communication skills in English, both written and verbal are essential. You should be outgoing, ready to engage with clients in meetings and critical situations. Curiosity, eagerness to learn, independence, and teamwork skills are important. Attention to detail, patience, and a structured approach are key to success.
It is expected that you have experience with databases, SQL, Excel, and a general interest in IT. Experience with APIs and payment processors such as Adyen is advantageous.
Contractor Position – Freelance / Independent Contractor
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