Plug and Play is a global innovation platform and venture capital firm. Our mission is to make innovation open to anyone, anywhere. Each year, hundreds of entrepreneurs join our vertical-specific accelerator programs to team up with our corporate members or receive a direct investment from Plug and Play. Plug and Play has over 40 locations across the world and our corporate members include: The Alliance to End Plastic Waste, USAA, Visa, Nationwide, Aflac, Daimler, Ford, Nissan, BP, Johnson & Johnson, Roche, Pfizer, Walmart, Coca Cola, Adidas, and over 500 more. Plug and Play's corporate members utilize Plug and Play to identify the best startups to meet their challenges. Plug and Play's proven investment track record includes Honey, Guardant Health, ApplyBoard, BigID, Kustomer, Rappi, Flutterwave, Hippo, PayPal, Lending Club, Dropbox, and many more. WHO WE'RE LOOKING FOR: We are looking for a Software Support analyst with one or more years of experience supporting SaaS solutions such as cloud collaboration tools. We offer an exciting, forward-thinking Silicon Valley-style environment, working close to some of the biggest corporations and most innovative startups in the world. The position will be located in Valencia and will report to the Automation team. HOW YOU WILL MAKE A DIFFERENCE: As part of the support team, you will be working on supporting business software including our own innovation platform Playbook, Salesforce, Slack, Zoom, among other platforms on our tech stack. You will be doing so in close collaboration with our Automation team and our global network of solution champions. During your first month you will need to familiarize yourself with our business and our collaboration tool portfolio. Your main responsibilities will include: User Software Support: Provide helpdesk level 1 support to staff and external users on a variety of platforms (in-house and SaaS platforms such as Salesforce) across our international network of officesHandle support request distribution to support teams and escalation to upper levelsUser Enablement (internal staff and external users): Build internal training materials and keep them up to dateIdentify and train users on best practices and functionality of the previous mentioned tools Feed back to the development team identified gaps and improvementsIdentify tactics to increase tool adoption within our staffAdministrative Tasks Onboard/offboard staff members to software and processesSupport the roll-out of new features to user groups and run user announcementsDocument the implementation process and keep project plans up to date; recording all interactions, questions, and experiencesMonitor compliance with Plug and Play policies and standardsREQUIRED EXPERIENCE: 1 year of relevant experience on a user/customer help desk IT support roleProficiency in English is a must as all job communications are conducted in EnglishFamiliar with basic IT support practices and ticketing platforms like JiraAbility to understand the technical aspects of IT and work together with the technical teams on solutions. No experience required on specific IT technologies Strong interpersonal skills to effectively communicate to users Four-year degree or equivalent in a relevant IT field is an asset Comfortable with change and organizational/process evolution in a fast-paced environmentExcellent organizational skills with keen attention to detailPreferred: ability to work business hours 10am-07pmDesired experience: Public speaking
Teaching/TrainingCustomer serviceWHAT WE OFFER: Be part of Plug & Play - the biggest and fastest growing startup innovation platform globally with locations worldwide such as Silicon Valley, Paris, Amsterdam, Munich, Berlin, Singapore, China, and JapanBe at the forefront of innovation and get access to groundbreaking technologiesBe part of a dynamic, international, and open-minded teamGet access to and communicate with leading international financial executives, startups, and investorsYou will work closely with our corporate partners daily and grow your networkWork in a vibrant and unique working environmentVarious opportunities for your career development at our 45 locations worldwideContribute and realize your own ideas and have room for self-development
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