Client Support & Operations Technician →

Motivait Holdings Ltd.; Madrid; Híbrido; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

Motivait is seeking a Client Support & Operations Technician based in Madrid to join our European Client Support & Operations team. The role combines technical knowledge with analytical and communication skills to ensure clients have an excellent experience.

The candidate will monitor live, test and development environments, resolve client queries, and contribute to continuous improvement while collaborating with clients across Europe.

Formación

• A minimum of two years’ experience in Enterprise Technical Support with excellent and demonstrable client-facing skills.
• Professional qualification in Information Technology, Computer Science or a related subject.
• Knowledge of AWS environments, Linux and Networking technologies.
• Familiarity with Front-End/Web frameworks, libraries and environments.
• Knowledge of MongoDB database, Data Visualisation and/or ETLs.
• Demonstrable awareness or experience of Security requirements and processes.
• Awareness of Agile methodology and processes, Jira, Service Desk and Test tools.
• Comfortable working with colleagues and clients in Spanish and English (equivalent to at least C1 level).
• Candidates must have the right to reside and work freely in Spain.

Responsabilidades

• Implementation, operation and monitoring of the live, test and development environments for our Technology Platform and associated Solutions.
• Provision of advice and troubleshooting on technical queries and issues to ensure clients achieve their objectives.
• Identify, capture and resolve client enquiries and issues in line with SLAs to ensure client satisfaction.
• Document technical issues or suggestions including improvements to maximise client satisfaction, security and performance.
• Participate in testing, user acceptance and quality assurance processes to ensure correct functionality and performance.
• Produce FAQs and relevant subject matter content to support the client experience.
• Be a proactive contributor and client experience champion for continuous improvement within the team and across the company.

Conocimientos

Enterprise Technical Support

AWS

Linux

Networking

Front-End/Web frameworks

Data Visualization

ETLs

Security

Agile methodology

Bilingual Spanish & English (C1)

Problem solving

Educación

Professional qualification in IT or Computer Science

Herramientas

MongoDB

Jira

Service Desk

Test tools

Descripción del empleo

Client Support & Operations Technician (based in Madrid, Spain)

Motivait is an international company that designs, develops and operates Digital Solutions across Europe. Our talented team is made up of innovative, creative and diverse professionals with a shared passion around user engagement and who love working together to provide solutions that make a real difference for our clients. Since starting out just ten years ago, our solutions are now used globally by more than 50 million users, and we process in excess of 300 million interactions a year.

Our innovative, secure and high-performance solutions blend Consulting, Creative & UX/UI Design, Gamification, Communications and Technology to help clients solve their engagement challenges. Whilst each of our clients may appear different, they all face a common challenge – achieving tangible results through sustainable behaviours whether that be through customer loyalty programmes, employee onboarding experiences, student business simulations or audience and membership engagement solutions.

We are looking for talented Client Support & Operations Technician with a good understanding of core technical concepts and outstanding customer-facing skills to join our European Client Support & Operations team. If you love the idea of combining your technical knowledge, analytical capabilities and communications skills, to ensure that our clients always have an excellent experience, this could be the role for you!

“We look for authentic team players who can both contribute and listen to different perspectives, whilst delivering technical excellence, careful attention to detail and outstanding customer support. Our clients trust us to deliver solutions that are innovative, secure and dependable which means we are always trying to get better at what we do, individually and collectively. We try and live out a flat hierarchy, leave egos behind and create a working environment where we can rely on each other to collaborate and contribute to our maximum

This is a full-time position (40 hours a week) working flexible shifts that are typically scheduled between 09.00 and 23.00 hours. Operating with a hybrid working model, the roles will be based at our offices in Madrid, Spain, but will work with clients and colleagues from across Europe with responsibilities that include:

• Implementation, operation and monitoring of the live, test and development environments for our Technology Platform and associated Solutions.
• Provision of advice and troubleshooting, if appropriate, on all technical queries and issues, to ensure that clients achieve their objectives and get the most out of our solutions
• Identifying, capturing and resolving client enquiries and issues in line with agreed Service Level Agreements (SLAs) to ensure optimal client satisfaction
• Identifying, collecting and documenting technical issues or suggestions including assessing potential improvements to maximise client satisfaction, security and operational performance
• Participating in testing, user acceptance and quality assurance processes to ensure correct functionality, required operational performance and maximum client satisfaction
• Producing FAQs and relevant subject matter content to support the client experience
• Being a proactive contributor and client experience champion for continuous improvement within the Client Support & Operations team and across the company.

We are looking for individuals that colleagues would describe as:

• A critical thinker with good problem-solving skills, able to assimilate and understand multiple inputs and with a passion to consistently deliver first-class service and support.
• A responsible self-starter with a high degree of ownership and accountability and who multitasks effectively, prioritising and resolving issues in a calm and collaborative manner whilst maintaining quality, attention to detail and client empathy.
• A committed team player with good listening, communication and analytical skills with a confident, engaging personality and a natural ability to develop trusted relationships with clients and colleagues.

With a strong set of required skills and relevant experience:

• A minimum of two years’ experience in Enterprise Technical Support with excellent and demonstrable client-facing skills.
• Professional qualification in Information Technology, Computer Science or a related subject.
• Knowledge of AWS environments, Linux and Networking technologies.
• Familiarity with Front-End/Web frameworks, libraries and environments.
• Knowledge of MongoDB database, Data Visualisation and/or ETLs.
• Demonstrable awareness or experience of Security requirements and processes.
• Awareness of Agile methodology and processes, Jira, Service Desk and Test tools.
• Comfortable working with colleagues and clients in Spanish and English (equivalent to at least C1 level).
• Candidates must have the right to reside and work freely in Spain.

If you are interested and confident that you have the profile, skills and experience that we are looking for, please send us a copy of your CV and a covering letter, both in English, to [e-mail]

As a team we’re passionate about engagement in its different forms. We enjoy collaborating across skill sets, and we’re used to looking at things from different perspectives. When recruiting, what tends to catch our eye are creative problem solvers who are eager to learn along the way. Sound like something you’d be interested in?

Life at Motivait

What is it like working at Motivait? Well, no day is the same, but every day brings a chance to learn something new or to test an idea you’ve had. We’re a close-knit team, who believe in going above and beyond for our clients – and supporting each other along the way.

UK Offices

Newcastle
The Core 5.22
Newcastle Helix
Bath Lane
Newcastle upon Tyne
NE4 5TF
[phone]