Technical Support Customer Advocate

TN Spain; España; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Ein innovatives Unternehmen sucht einen Technical Support Customer Advocate, der die Kunden von Entrust mit technischem und produktbezogenem Support unterstützt. In dieser spannenden Rolle werden Sie in einem dynamischen Umfeld arbeiten, in dem Ihre analytischen und problemlösenden Fähigkeiten gefragt sind. Sie werden täglich mit Kunden interagieren, um ihre Anliegen zu klären und Lösungen zu finden. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem Team arbeiten möchten, das Vielfalt und Inklusion schätzt, ist dies die perfekte Gelegenheit für Sie.

Formación

• 1 Jahr Erfahrung im IT-Helpdesk oder Call Center.
• Allgemeine Kenntnisse in der Unternehmenssicherheit.

Responsabilidades

• Tägliche Interaktion mit Kunden zur Identifizierung und Lösung von Problemen.
• Bereitstellung von zeitnaher und professioneller Unterstützung.

Conocimientos

Kundenservice

Analytische Fähigkeiten

Problemlösungsfähigkeiten

Englischkenntnisse

Educación

College Diploma

Herramientas

CRM-Systeme (z.B. Salesforce)

VMWare ESX

Microsoft und/oder Linux-Betriebssysteme

Descripción del empleo

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Technical Support Customer Advocate, Spain

Client: Entrust EU, S.L.

Location: Spain, Spain

Job Category: Other

EU work permit required: Yes

Job Views:

2

Posted:

27.04.2025

Expiry Date:

11.06.2025

Job Description:

The Company:

Entrust relies on curious, dedicated, and innovative individuals who anticipate the future and provide solutions for a more connected, mobile, and secure world. Entrust’s technologies and expertise help government agencies, enterprises, and financial institutions in more than 150 countries serve and safeguard citizens, employees, and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

The Technical Support Customer Advocate is responsible for providing Entrust Certificate Services customers and partners with basic technical and product support for a variety of operational, network, server, or related services via telephone and email. The successful applicant will be working in a dynamic environment where initiative and a willingness to take on responsibility are a must.

Responsibilities:

• Interact daily with customers to identify, document, and resolve customer issues.
• Provide timely, reliable, and professional service.
• Triage the CRM application queues daily.
• Ensure that customer interactions are logged within the CRM (Customer Relationship Management) system and updated with the correct information (e.g., contact name, account name).
• Provide first response to cases that are unclear as to what is being requested of support.
• Identify and escalate complex issues to the best available team member.
• Interact with various functional departments to provide timely and accurate solutions to customers.
• Perform daily administrative tasks assigned to the ECS Support team (e.g., retail refunds, manual revocation requests).
• Assist Global Product Support Management and Leadership to ensure day-to-day operations are functioning properly.
• Demonstrate Entrust core values daily and follow the ECS Support Mission Statement – Learn, Educate, and Accommodate.

Qualifications:

Basic Qualifications:

• 1 Year experience working for an IT Help Desk or Call Center, working with customers daily.
• College Diploma and/or relevant background in a technical field.
• General knowledge of Enterprise Security.
• Strong analytical, troubleshooting, organizational, and problem-solving skills.
• Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
• Ability to work in a collaborative team environment.
• Strong English language communication skills, including speaking, listening, writing, and reading.

Preferred Qualifications:

• Knowledge of Microsoft and/or Linux-based operating systems.
• Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers).
• Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection, or access control products.
• Experience with virtualization software such as VMWare ESX server.
• Experience with CRM systems like Salesforce, RemedyForce, or others.
• Proficiency in additional languages is a strong asset.
• Certifications like CompTIA Network+ or related are advantageous.

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Entrust is an EEO/AA/Disabled/Veterans Employer

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

Recruiter: James Beck