Key User Service Desk

Q.Beyond Ibérica; La Coruña; Remote; EUR 26,000 - 40,000; Full time

Benefits offered by this job

Home office stipend

Company-provided equipment

Flexible working hours

Health, dental, and vision insurance

Paid time off (vacation, holidays, and

Personal days

Job summary

NTT DATA is seeking a Customer Support Specialist for a fully remote, remote-first team. You will be the primary contact for customers, delivering exceptional support and guiding users through the platform.

The role requires fluent English and Spanish, strong problem-solving, and a proactive approach. You will collaborate with engineering and product teams, contribute to knowledge bases and FAQs, and help improve customer satisfaction and retention across our SaaS platform.

Qualifications

• Excellent written and verbal communication in English and Spanish.
• Strong troubleshooting and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting.
• Bachelor's degree or equivalent in Information Technology or Computing or related field.

Responsibilities

• Address customer inquiries and provide solutions via email, chat, and phone.
• Troubleshoot and resolve technical issues related to the software platform.
• Guide users through product features and functionalities.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to engineering or product teams as needed.
• Contribute to the internal knowledge base and customer-facing FAQs.
• Meet or exceed KPIs for response times and satisfaction.

Skills

Fluent English

Fluent Spanish

Communication skills

Troubleshooting

Remote work

Education

Bachelor's degree or equivalent in IT or Computing

Tools

CRM software

Job description

Customer Support Specialist (Remote-First)

Our client, a rapidly growing SaaS company, is looking for a highly motivated and customer-focused Customer Support Specialist to join our fully remote team. As a remote-first organization, we thrive on collaboration and efficiency across distributed teams. You will be the primary point of contact for our valued customers, providing exceptional support and ensuring their success with our platform. This role demands excellent communication skills, a proactive approach to problem-solving, and a genuine passion for helping users. You will play a key role in enhancing customer satisfaction and driving retention. If you are looking for an opportunity to grow your career in a supportive, remote environment, this is the perfect fit for you. We are committed to building a strong, connected team culture, even while working remotely. Your expertise will be vital in ensuring our customers receive the best possible experience.

Our client, a rapidly growing SaaS company, is looking for a highly motivated and customer-focused Customer Support Specialist to join our fully remote team. As a remote-first organization, we thrive on collaboration and efficiency across distributed teams. You will be the primary point of contact for our valued customers, providing exceptional support and ensuring their success with our platform. This role demands excellent communication skills, a proactive approach to problem-solving, and a genuine passion for helping users. You will play a key role in enhancing customer satisfaction and driving retention. If you are looking for an opportunity to grow your career in a supportive, remote environment, this is the perfect fit for you. We are committed to building a strong, connected team culture, even while working remotely. Your expertise will be vital in ensuring our customers receive the best possible experience.

About the Role

Our client, a rapidly growing SaaS company, is looking for a highly motivated and customer-focused Customer Support Specialist to join our fully remote team. As a remote-first organization, we thrive on collaboration and efficiency across distributed teams. You will be the primary point of contact for our valued customers, providing exceptional support and ensuring their success with our platform. This role demands excellent communication skills, a proactive approach to problem-solving, and a genuine passion for helping users. You will play a key role in enhancing customer satisfaction and driving retention. If you are looking for an opportunity to grow your career in a supportive, remote environment, this is the perfect fit for you. We are committed to building a strong, connected team culture, even while working remotely. Your expertise will be vital in ensuring our customers receive the best possible experience.

Key Responsibilities

• Address customer inquiries and provide solutions via email, chat, and phone.
• Troubleshoot and resolve technical issues related to our software platform.
• Guide users through product features and functionalities.
• Document customer interactions and resolutions in our CRM system.
• Escalate complex issues to the engineering or product teams as needed.
• Contribute to our internal knowledge base and customer-facing FAQs.
• Proactively identify trends in customer issues and provide feedback to product development.
• Ensure all customer interactions are professional, empathetic, and efficient.
• Meet or exceed key performance indicators for response times and customer satisfaction.
• Participate in regular virtual team meetings and training sessions.

Requirements

• Previous experience in a customer support or technical support role, preferably in SaaS.
• Excellent written and verbal communication skills in English and Spanish.
• Strong troubleshooting and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma required; Bachelor's degree is a plus.
• Familiarity with Agile methodologies is advantageous.
• A patient and empathetic approach to customer interactions.
• Reliable internet connection and a suitable home office environment.
• Must be legally authorized to work in Spain and embrace a remote-first work culture.

Benefits

This remote-first role offers a competitive salary and benefits package. Enjoy comprehensive health, dental, and vision insurance. We provide generous paid time off, including vacation, holidays, and personal days. Opportunities for professional development, including online courses and certifications, are available. Be part of a collaborative and innovative global team. Benefits also include a home office stipend, company-provided equipment, and flexible working hours. We foster a culture of continuous learning and growth, supporting your career aspirations within a dynamic tech environment.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
**Key responsibilities:**
+ Maintains the support process and ensures that requests for support are handled according to the procedures.
+ Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
+ Identifies and resolves problems following agreed procedures.
+ Carries out agreed maintenance tasks.
+ Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
+ Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
+ Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
+ Prioritizes and diagnoses incidents according to agreed procedures.
+ Investigates causes of incidents and seeks resolution.
+ Escalates unresolved incidents and follows up until incident is resolved.
+ Provides service recovery, following resolution of incidents.
+ Documents and closes resolved incidents according to agreed procedures.
+ Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
+ Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
+ Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
+ Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
+ Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are coordinated product requests, working with other team members.
+ Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
+ Identifies problems and errors prior to or when they occur.
+ Logs all such incidents in a timely manner with the required level of detail with all the necessary.
+ Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
**Knowledge, Skills and Attributes:**
+ Ability to communicate and work across different cultures and social groups.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to maintain a positive outlook at work.
+ Ability to work well in a pressurized environment.
+ Ability to work hard and put in longer hours when it is necessary.
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
+ Ability to adapt to changing circumstances.
+ Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
+ Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
+ Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Information Technology or Computing or related field.
+ Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
**Required experience:**
+ Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
+ Entry level experience in technical support to clients.
+ Entry level experience in diagnosis and troubleshooting.
+ Entry level experience providing remote support in Networking technologies.
+ Entry level experience in relevant technology.
**Workplace type** **:**
Remote Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.