We are looking for a Technical Product Support Analyst with a technical background to be a part of our Client Service Team remotely from Spain as an independent contractor. This position is responsible for providing best-in-class service to our clients, with a focus on the client experience.
The Client Service team handles 3rd level Technical Support for our clients. You will be supporting our suite of products including our market-leading ERP Exerp Platform, Web-services, and Apps. Our products are complex, highly customizable, and very flexible towards our clients' needs.
Alongside solving our clients' most crucial problems, the position offers exciting career possibilities and prospects for the future as we are in constant development as a department.
What You’ll Do
In this position you will be in daily contact with our clients, aiming to deliver the best possible client experience. Typically, communication happens through tickets, and we also participate in meetings with our clients.
Our customers are some of the largest fitness chain operators in the world, we deal directly with dedicated Exerp superusers and application specialists, who rely on our support. You will analyze and resolve often complex client issues / questions and involve the appropriate resources internally until the problem is solved.
You will be working alongside a team of Technical Product Analysts to help our clients with product-related issues and inquiries, technical troubleshooting and tracking down bugs. You will be responsible for reporting issues directly to our Engineering teams.
Additionally, you will be a part of our Major Incident response team, who works to solve the most urgent and crucial problems for our clients.
What You’ll Bring
You have a bachelor's or master’s degree or superior relevant work experience in technical support or similar client-facing role ideally supporting software applications. An excellent ability to communicate in English both written and verbally. You should be an outgoing person and be ready to engage with clients in potential meetings and critical situations. We imagine you are curious, eager to learn and able to work independently and as a contributing member of the team. Attention to detail, patience and a good sense of structure are highly essential to success in this position.
It would expect you to have experience with databases, SQL, Excel and have a general solid interest in IT. Experience with API’s and payment processors such as Adyen etc. would be both beneficial and advantageous.
* Contractor Position – Freelance / Independent Contractor.
* Remote from Spain.
* Start date : As soon as possible.
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