.Job title: Customer Support Location: Calle Arenal no5 planta 3, oficina 307 (Edificio SURNE), 48005 Bilbao Reporting to: Tech support Working: 40 hours Mon-Fri Role type: PermanentWireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (IoT). We are looking for an energetic, professional, and focused individual to work within a busy customer facing team, dealing with all aspects of 1st line support and diagnostics. Key relationships Technical Support Manager responsible for leading and managing the technical support Spanish team at Wireless Logic. The role The team is responsible for assisting all customers and are the entry point for customer queries. This role will be responsible for ensuring standards of service expectations and SLAs are met. General duties ranging from responding to customer requests/queries via phone and Zendesk (ticket management system), managing relationships with customers by supporting their introductory onboarding journeys, service reviews and day to day issues; identifying and hostingplatform training sessions where required. The ideal candidate will be enthusiastic, take a logical and proactive approach to problem solving and be confident in the transfer of knowledge to customers. The candidate must thrive in a fast-paced environment and be a natural problem solver. The candidate must be a team player willing to go that extra mile in line with the customer and business needs. Responsibilities include: Provide technical support to customers: This includes troubleshooting network problems, diagnosing hardware and software issues, and providing guidance on how to resolve technical issues. Manage the technical support team: This includes hiring, training, and evaluating technical support staff. Partner with the sales team: This includes providing technical support to sales staff, assisting with the preparation of technical proposals, and participating in sales meetings. Maintain a strong understanding of networking technologies: This includes staying up-to-date on the latest networking technologies and trends. Develop and implement training programs: This includes developing and implementing training programs for technical support staff. Identify and resolve technical support issues: This includes identifying and resolving recurring technical support issues, as well as implementing preventive measures to reduce the number of support tickets Job title: Customer Support Location: Calle Arenal no5 planta 3, oficina 307 (Edificio SURNE), 48005 Bilbao Reporting to: Tech support Working: 40 hours Mon-Fri Role type: PermanentWireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (IoT). We are looking for an energetic, professional, and focused individual to work within a busy customer facing team, dealing with all aspects of 1st line support and diagnostics
