Job Description

Support Specialist

We are seeking a motivated and customer-focused Entry-Level Software Support Specialist to join our team at our headquarters in Palma de Mallorca. In this role, you will be responsible for providing support for our software products, assisting users with troubleshooting, and ensuring the smooth operation of software systems. You will work closely with customers and internal teams to resolve issues and improve user satisfaction. You will need both your technical curiosity and your people skills to excel in this role.

Overview:

Location: Based in Palma de Mallorca Hybrid Set-Up

Skills & Experience:

• Strong communication and problem-solving skills.
• Ability to handle customer support queries with professionalism and empathy.
• Experience in software testing and quality assurance processes.
• Ability to learn new software tools and technologies quickly.
• Hands-on experience in first-level client support.
• Analytical mindset with attention to detail and the ability to document findings clearly.
• Familiarity with ticketing and CRM tools for managing customer interactions and tracking issues. (Freshdesk, Hubspot, Jira, Trello, Asana…)
• Flexibility to travel occasionally for customer visits or trade shows.
• Proactive and self-motivated, thriving in a fast-paced environment.
• Fluent in English, with excellent verbal and written communication skills.

Responsibilities:

Ticket Support:

• Act as the primary contact for customer inquiries and support requests.
• Utilize CRM tools to log, track, and manage support cases, ensuring a comprehensive history of interactions.
• Monitor and manage support cases, ensuring timely updates and resolutions.

Software Troubleshooting:

• Diagnose, replicate, and resolve common software bugs, technical issues, or errors.
• Provide clear instructions and guidance to customers on how to use software tools or resolve problems.
• Test and validate bug fixes and new features before release, ensuring high product quality.
• Escalate more complex technical issues to senior support or development teams as needed.

Quality Assurance:

• Perform systematic testing of new product features, updates, and fixes.
• Maintain comprehensive documentation of QA results and recommendations.
• Contribute to user documentation for newly developed features and updates.

Additional Responsibilities:

• Support the sales, implementation, and training teams with product insights and expertise.
• Occasionally assist with product demonstrations, training, and customer onboarding.
• Create and update user guides, knowledge base articles, and FAQs to help users resolve issues independently.

Day-to-day:

• Engage with customers to understand and resolve their software-related issues.
• Collaborate with internal teams to ensure timely and effective solutions for customers.
• Document and report on support cases, software bugs, and QA findings.
• Stay updated on product features and updates to provide accurate support and guidance to users.