Help Desk Support (L1)

We are looking for a Level 1 Support specialist to provide troubleshooting detection and resolution related to YOUBORA Infinity, NPAW's real-time analytics and Business Intelligence platform. You're going to join the "Houston team", a team that's offering 24/7 premium support to our customers as one of the 1st line help desk professionals. You'll be monitoring their service by using our real-time analytics tool; check common procedures and troubleshooting tips in case of finding issues; communicate with the right people within the team and in our customers' teams in order to let them know the status of the issues and let our technical team solve them (in case you have to scale it).

Main Responsibilities:

Monitor our customers' service.Detect and notice issuesSolve level 1 issuesProperly escalate unresolved queries to the next level of supportKeep the customer up to date when there's any problemEnsure proper recording, documentation and closureBuild reportsOther details:

Part time job (32h/week)Schedule:Monday and Tuesday 11pm-7amThursday: 7am to 3pmFriday: 3pm-11pm

REQUIREMENTSProficient in English is requiredBasic Spanish levelInterest in developing a technical career in support services and customer engineering departments.Some experience in customer care / customer-faced roles will be considered as an asset.You are an autonomous person who is able to work alone.