Powens Group is a rapidly growing fintech company, holding passports to operate in all European countries. We are a trusted partner to the top financial industry players and software editors in Europe.
Job Description:
As a Technical L1 Support Specialist, you will play a crucial role as a first line of defense providing global technical support across all products of the Powens Group. You will ensure customer satisfaction by responding efficiently and professionally to requests, maintaining a customer-focused mindset, and contributing to the overall goal of minimizing escalated tickets through continuous learning and growth towards L2 knowledge.
Your missions:
* Proactively review incoming tickets to ensure timely response and compliance with SLAs, managing the ticket queue efficiently.
* Develop and maintain solid product knowledge to act as a trusted expert for customers, understanding their specific use cases and providing accurate assistance.
* Identify issues by understanding the root cause and full customer context to avoid premature or poorly informed escalations.
* Identify recurring patterns and link them to existing incidents to provide faster and more consistent solutions.
* Collaborate closely with Key Account Managers to align communication and support strategies with customer needs and expectations.
* Identify and scale situations requiring urgent attention to the Support L2 team.
* Monitor key customers closely to detect and address potential issues proactively.
* Continuously acquire more product and technical knowledge to increase resolution capacity at L1, reducing the volume of escalations.
* Generate and keep up-to-date documentation and procedures to ensure the quality and consistency of support.
Profile and skills required:
* Fluent in Spanish, English, and French, both written and spoken, to effectively communicate with diverse customers and colleagues.
* Prior experience as B-to-B Technical Support in the software industry, with the ability to provide global support for multiple products.
* Basic APIs knowledge to support first-level troubleshooting and reduce dependency on escalations.
* Strong verbal and written communication skills ensuring clarity and professionalism in all customer interactions.
* Skilled in efficient ticket handling using Ticketing Management Tool, preferably Jira Service Management (JSM)
* Solid understanding and awareness of escalation protocols to support timely and accurate escalation only when necessary.
* Excellent time management and multitasking skills to prioritize effectively based on urgency and consistently meet service level agreements (SLAs).
* Problem solver mindset with a proactive attitude, taking full ownership of issues to avoid gaps or lost customer context.
Recruitment process:
* HR online interview
* Online interview with the Support Manager
* On-site meeting with the Support Manager and the Head of Service Operations
Powens Group is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information. If reasonable accommodations are needed for the interview process, please let us know what you need and we will do our best to accommodate!
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