Software Support Agent

Intracon Consulting; Sevilla; A distancia; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated Software Support Agent to join their dynamic team. This role offers the opportunity to provide exceptional service to a major client, focusing on technical support and problem resolution. You will be part of a multicultural environment, collaborating with various teams and working remotely. The position requires strong analytical skills and a passion for customer satisfaction. With a commitment to professional development, the company offers free language courses and a supportive work culture. If you're ready to make a significant impact, this is the perfect opportunity for you.

Servicios

Good working environment

Multicultural team

Free language courses

Monthly individual follow-up

Discounts on health insurance

Discounts on sports centers

Formación

• 3-5 years of experience in customer support environments.
• Experience in troubleshooting technical environments.

Responsabilidades

• Resolve technical issues from internal or external contacts.
• Assist businesses to prevent or reduce problems.
• Document solutions for technicians and customers.

Conocimientos

Technical troubleshooting

Excellent communication skills

Analytical skills

Problem-solving

Knowledge of graphics arts

Fluent English

Herramientas

Case management databases

Descripción del empleo

Intracon Consulting is a 360º HR consultancy office made up of expert professionals with over 10 years of experience, serving clients such as Hewlett-Packard (HP). The company is part of Intracon Spain, along with Intracon Marketing Solutions, a global agency that helps B2B companies achieve their goals through creative marketing and sales solutions.

We are currently looking for an experienced Software Support Agent with excellent communication skills to provide service to one of our main clients, Hewlett-Packard (HP). This person will be part of the Graphic Solutions Business Customer Support team for the software solution HP Site Flow, which offers end-to-end automation of production and print workflows.

About the role :

• Dedication: Full time
• Location: remote
• Project's length: permanent

Main responsibilities :

Reporting to the Regional Software Support Lead, your main responsibilities will be:

• Successfully resolve technical issues from incoming internal or external contacts and proactive notification systems.
• Respond to service, product, technical, and customer relations questions regarding features, specifications, repairs, and product options based on customer entitlement (warranty through mission-critical).
• Proactively assist internal or external businesses and end users to prevent or reduce problems.
• Act as a team or project leader, providing direction and facilitating team decision-making.
• Review and resolve complex business issues.
• Add case resolutions to the Knowledge Management System.
• Represent HP in face-to-face customer visits, industry conferences, vendor meetings, etc.
• Collaborate frequently with the Sales team.
• Have 3-5 years of experience in relevant technologies and customer support environments.
• Fluent English is required; additional languages are a plus.
• Experience in troubleshooting in technical environments.
• Excellent verbal and written communication skills.
• Flexibility to work some weekends, especially in November and December.
• Knowledge of graphics arts, pre-press, digital printing technology.
• Strong analytical and problem-solving skills.
• Knowledge of software and hardware for computing, storage, and peripherals.
• Proficiency with case management databases and tools.
• Ability to document solutions for technicians and customers.
• Mentoring skills for new agents.
• Leadership in resolution activities with escalated customers.
• Contributing to technical action plans.
• Focus on one or more product lines (e.g., proactive, reactive, storage, enterprise systems).

What we offer :

• Good working environment
• Multicultural and dynamic team
• Free language courses with native speakers
• Monthly individual follow-up
• Intracon benefits (discounts on health insurance, sports centers, and more)

As an equal opportunity organization, we recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, or any other basis.

Please note that due to the volume of CVs received, only candidates selected for interviews will be contacted. We thank all applicants for their interest and time.