Service Desk Analyst

This is a fully remote position, open to applicants in Spain.

📋 Description

• Offer support through phone and a ticketing system, collecting and documenting all pertinent issue details.

• Diagnose software-related problems and resolve cases in accordance with runbooks, policies, and procedures.

• Evaluate, triage, and direct cases to the relevant teams; escalate as necessary based on severity.

• Maintain clear communication with customers and internal teams while achieving SLA targets.

• Manage critical cases, ensure low escalation rates, and maintain high call responsiveness.

• Collaborate with both internal and external stakeholders, contributing to documentation and Tier 1 service enhancements; uphold high customer satisfaction (CSAT).

⛳️ Requirements

• 0–1 year of experience in technical customer support.

• Proficient in English.

• Strong customer service orientation with the ability to multitask and prioritize efficiently.

• Solid analytical, troubleshooting, and problem-solving abilities.

• Self-driven, quick learner capable of adapting to new tools and processes.

• Exceptional communication and interpersonal skills, both written and verbal.

• Team-oriented and proactive with a high level of integrity.

• Preferred: Experience with supply chain software (e.g., WMS, order/inventory management).

• Knowledge of databases (SQL/Oracle), queries, and stored procedures.

• Familiarity with operating systems and RF hardware.

• Experience with labeling software (e.g., Bartender).

• Experience with voice solutions (e.g., Honeywell).

• Familiarity with ServiceNow or similar ticketing systems.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

• Professional development budget.

• Home office setup allowance.

• Global team events.