Job OverviewAPM Terminals We are looking for a Support Analyst that helps us to provide enterprise level assistance to our users. You will diagnose and troubleshoot software, hardware and firmware issues and user’s concerns related to our product. In this role, you will use Service Now, email and chat applications to give users quick answers to simple issues. For more complex problems that require detailed instruction, you will contact them via phone and/or provide clear, written instructions and manuals.Daily TasksResearch and identify solutions to product issues.Validate, diagnose and troubleshoot issues reported by users.Ask users targeted questions to quickly understand the root of the problemTrack issues through to resolution, within agreed time limitsTalk users through a series of actions, either via Service Now, phone, email or chat,



until the ticket is closed.Properly escalated unresolved issues to appropriate internal teams (technical or deployment teams)Provide prompt and accurate feedback to usersEnsure all issues are properly loggedPrioritize and manage several open issues at one timePrepare accurate and timely reportsDocument technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guidesMaintain cordial relationships with users and stakeholdersGather and evaluate user feedbackExperienceBackground in Software and IT projects as Operations SupportKnowledge of support procedures and handling general clientsPort/terminal experience or background (Desirable)Job SkillsGood oral and written communication and collaborations skills.Fluent in English (B2)Passionate about IoT technology and software engineeringAnalytical thinking and problem solvingCreation and execution of Support ProceduresSolve incidents raised by the application users in different terminals.Contact with users to understand the incidents they have with the applicationUnderstand the deployed projects in all the terminals where the solution has been deployedTechn

📌 Support Analyst (Madrid)
🏢 Apm Terminals
📍 Madrid