1st Level Support Customer Care - Call Center
Stibo DX is the global leader in digital transformation for media enterprises. Our platform and services help automate complex content production and multi-channel delivery for the most ambitious and successful media globally. A global and dynamic team of 200+ employees across Aarhus, Copenhagen, Atlanta, Hamburg, Oslo, Dhaka, and Málaga, we combine creativity and innovation with the stability of a long-standing organization.
Our customers include The New York Times, Hearst, Gannett, The Economist, JP Politikens Hus, Mediahuis, The Hindu, and many more.
What You'll Be Doing
As first-level support, you will be our customer's first point of contact, playing a key role in delivering a seamless and positive support experience. You’ll leverage your strong communication skills and problem-solving mindset to assist customers with inquiries, troubleshoot issues, and provide guidance on our products and services.
More specifically, you will:
* Respond to customer requests via email, phone, or chat with empathy and professionalism.
* Identify, analyze, and document customer issues, ensuring they are resolved promptly or escalated to the appropriate second-level support team when necessary.
* Collaborate closely with internal teams to deliver timely solutions and maintain customer satisfaction.
* Maintain a clear and detailed log of all interactions in our ticketing system.
What You'll Bring
* Fluency in English C1: Essential for effective communication with clients and team members.
* Proven Service Desk Operations Experience: Practical experience handling service desk tasks is crucial.
* Living in Malaga (going to the office is required).
* Able to pick up calls during the day.
Desired Knowledge and Skills
* ITIL Guidelines: Background in ITIL is preferred but flexible. ITIL certification is a plus but not mandatory or a blocker.
* Technical Skills (as a plus, all skills can be learned during training):
o Jira: Knowledge of Jira is desired but can be learned during training.
o AWS: Understanding of AWS is a plus, particularly in the context of the big picture rather than detailed infrastructure setup.
o Basic Server Management: Ability to perform basic tasks such as cleaning disk space, restarting services, etc., preferably using tools like Jenkins.
o Virtual Machines: Basic knowledge of using and managing virtual machines.
o Identity Management: Not required but beneficial.
o Database and Server Technologies: Familiarity with Nginx, Tomcat, Java, Varnish, and basic database management.
o Debugging Tools: Ability to use tools like Chrome debugging tools and Dynatrace for preliminary diagnostics.
o Log Management: Understanding of log management tools like Loki and Grafana.
* Soft Skills:
o Customer Communication: Strong communication skills to keep customers informed and reassured.
o Ownership and Responsibility: Ability to take ownership of issues and ensure they are resolved or adequately escalated.
o Problem-Solving: Ability to perform preliminary diagnostics and understand the nature of issues based on descriptions.
o Team Collaboration: Ability to work with different teams and escalate issues appropriately.
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Information Technology
Industries
Information Technology & Services and Technology, Information and Media
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