As a member of the BP & PI Helpdesk (Brand Protection & Packaging Intelligence) you will be part of an international team that provides Software Support on automated labelling, coding and Anti-counterfeiting solutions for customers in a variety of markets such as Pharma and Food & Beverages.

What you will do:
- Be the First Point of Contact for Software claims
- Build a trust relationship with our customers by:
Communicating proactively on ticket updates
Participating in meetings with several stakeholders to collect information and set an action plan
Following up internally with other teams to ensure a solution is delivered on time
- Open tickets in a case management system and capture all relevant info about the incidence
- Solve basic software issues
- Escalate to L2/L3 tier when necessary
- Proactively follow up with customers to ensure issue resolution
- Develop and maintain technical and operational competencies on our Products, third party software and any device part of the project scope (printers, scanners, plc) through study, training, hands on experience




- Identify and prioritize issues appropriately
- Maintain Project documentation up to date
- Other duties needed in the team

What you need to have:
- Higher education and/or experience that is directly related to the duties and responsibilities specified
- Experience in supporting or delivering software solutions is a plus
- Experience with a ticket management system is a plus
- Excellent written and spoken English
- French, Spanish or Dutch would be a great plus
- Excellent communication skills, both spoken and written
- Good reasoning ability by clearly defining problems, analyzing data and establishing facts
- Effective listening skills
- Customer and result driven
- Ability to prioritize appropriately and multi-task effectively
- Strong team player
- Demonstrate flexibility
- Ability to work effectively under pressure in a fast-paced, changing environment.

Job Types: Full-time, Permanent

📌 Application Support (Barcelona)
🏢 Markem-Imaje
📍 Barcelona