About the job

One of the challenges is to work with existing clients (many of them) and provide first line of support. You will work closely with our customers after-sales department to find the best setup for our customer needs, and provide in-detail technical support by solving tickets and be responsible for research and development of resolutions to unknown issues.
You will take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached. You will consult customers regarding our APIs, architecture recommendations and implementation approaches, and reactively assist internal technical team and evaluate issues to avoid and reduce problem occurrence.
This is a key role helping our customers as a product expert with a strategic mind and high customer-service orientation, and first line of developing partnership and being the main point of contact for customers in case of integration, technical solutions or security questions.
This role would require you to do the following on a daily basis:




- Responding to customer emails and support tickets on a daily basis.
- Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.
- Maintain current knowledge of all products and services.
- Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.
- Troubleshooting technical issues on their own as much as possible before developers need to get involved.
- Discuss requirements with clients for customization requests if needed depending on the client.
- Complete QA testing and provide product feedback.
- Relevant KPIs: customer satisfaction, time to first response, ticket response volume.

About you

The adecuado person for this role:
- You have been in a similar role for at least 2+ years professionally.
- You have enough technical background to understand how software (APIs, and SDKs) and applica

📌 TECHNICAL SUPPORT AND SOFTWARE ENGINEER (Vigo)
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📍 Vigo