50482MKP - Customer support specialist (MusicTech) (XCEED)

This job offer is part of the Talent Marketplace organized by Barcelona Activa in collaboration with BARCELONA MUSIC TECH HUB; friday 9th Mai.

The company XCEED DEV SPAIN SL needs to fill the 1 vacancy of: Customer support specialist

Only people who meet the requirements requested by the company will be notified. Attendance and details will be confirmed via email.

Once pre-selected, your availability will be required for the Talent Marketplace: friday 9th Mai 10am to 13am.*location to be determined

FUNCTIONS AND TASKS:

• Respond to customer queries in a timely and accurate way, via phone, email, or chat
  Identify customer needs and help customers use specific features


• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)


• Update our internal databases with information about technical issues and useful discussions with customers


• Monitor customer feedback on social media and reach out to provide assistance


• Share feature requests and effective workarounds with team members


• Follow up with customers to ensure their technical issues are resolved


• Gather customer feedback and share it with our Product, Sales, and Marketing teams

*Relevant information about the position: Part of your schedule will have to match peak time on weekends: **Friday and Saturday evenings from 8 pm to 1 am on Central European Time!***

COMPETENCIES AND SKILLS REQUIRED:
- Multi-tasking abilities Experience as a Customer Support Specialist or similar CS role
- Experience using Intercom software is a plus
- Understanding of how CRM systems work
- Fluency in English is a must. Other European languages are a plus (Ideally, French and or German)
- Excellent communication and problem-solving skills
- Attention to detail and analytical mind
- You are a problem solver, and you always strive for excellence and quality of your work
- Real team player able to proactively take part in a multicultural & cross-functional team
- Familiarity with the live events/music/going out industry

WORKING CONDITIONS:

• Indefinite full time contract


• Weekly hours: 40


• Schedule: Flexible, core hours between 10am and 16pm. You can start earlier or later.


• Annual salary range: 22.000 - 26.000€

• Professional category: Assistant


• Experience: 1 - 3 years


• Computer skills: ZENDESK, INTERCOM


• Languages: Spanish - Advanced, English - Advanced