Technical Support Specialist

Mood Media EMEA; Barcelona; Presencial; EUR 24.000 - 36.000; Jornada completa

Descripción de la vacante

Mood Media EMEA in Barcelona is seeking a Technical Support professional to provide comprehensive coverage for recurring business incidents by phone or email, oversee the fulfilment process for players, and manage shipments to stores.

The role involves warehouse tasks such as receiving materials, loading content into players, coordinating with couriers, and supporting Rollouts and remote installations. Strong multilingual communication is valuable.

Formación

• Previous experience in hotline support (Recommended).
• Technical profile with IT and Audio & Visual knowledge (if possible).
• Ability to solve problems quickly and effectively
• Written and verbal communication skills
• Versatility, capable of handling issues simultaneously
• Ability to work under pressure
• High level of dynamism and multitasking

Responsabilidades

• Answer incoming calls about incidents related to music & visual players and provide an immediate solution over the phone (national and international).
• Preparation of players and loading of content with complete verification before shipment; print shipping label included.
• Follow up with courier on urgent shipments and inform involved people; escalate to department manager when needed.
• Follow-up of player pickups launched with the assigned courier company.
• Review of players received and determine if repair, destruction or transfer to RB; update warehouse system.
• Reception and control of equipment deliveries in local warehouse and notify the assigned PM about availability.
• Management of the request, follow-up and reception of CD updates for MP7000 series.
• Preparation and control of connectivity reports (music) for sales and customers.

Conocimientos

Hotline support

IT knowledge

Audio & Visual knowledge

Problem solving

Written communication

Multitasking

Working under pressure

Descripción del empleo

Technical support position is a part of Operations team, its main mission is to provide complete technical coverage in everything related to the area of recurring business. From the reception and resolution of incidents that come in by phone or email, following with the process of swapping players in case of breakdowns, as well as the preparation and loading of content in the players (fulfilment process). Within the Rollout process, whether to new clients or technology changes, it is an important position since it is responsible for the physical preparation of the players (fulfilment included) and the management of shipments to the destination (stores). This role includes up to a portion of the warehouse logistics tasks, primarily the reception of incoming materials, as well as the preparation of daily outgoing shipments (players).

CORE RESPONSIBILITIES

• Answer incoming calls about incidents related to music & visual players and try to provide an immediate solution over the phone (national and international calls). Main languages: Spanish, Catalan, English.
• Preparation of players and loading of content (fulfilment) with a complete verification before shipment to destination (stores), print shipping label is included in this process.
• In urgent shipments, shipments with incidences, problems with customs, etc., follow up with the courier company in order to inform the people involved of the situation of the issue and its progress. In complex cases he must refer it to the department manager.
• Follow-up of player pick-ups launched with the assigned courier company.
• Review of players received (Swapping process or store closures) and determine if it’s to be repaired, destroyed or transferred to RB and make these physical changes in the warehouse and inform the warehouse manager so that he can make the movements in the system.
• Reception and control of equipment deliveries in local warehouse, in the case of being for projects, notify in each case the assigned PM about of its availability.
• Management of the request, follow-up and reception of CD updates for MP7000 series.
• Preparation and control of connectivity Reports (music), which are provided to the sales department and subsequently shared with customers.
• Support email account management - [e-mail] (assigned to the person in this role with the most knowledge of the clients), who must have the ability to escalat or provide a solution himself.
• Updating/changing content in coordination with the local Creative Manager and requests from the sales department
• Active participation in the reconnection of devices (Online Players)
• Participation in Rollouts, equipment preparation, fulfilment, shipping and remote support to the installation.
• Detect and escalat any serious or major incident to the Local Department Manager.

KNOWLEDGE, SKILLS AND ABILITIES

• Previous experience in hotline support (Recommended)
• Technical profile with IT and Audio & Visual (if possible) knowledge.
• Ability to solve problems quickly and effectively
• Written and verbal communication skills
• Versatility, capable of handling issues simultaneously
• Ability to work under pressure
• High level of dynamism and multitasking

IDEAL CHARACTERISTICS

• Empathy
• Work as a team

DEVELOPMENT GOALS

• Enhanced training and improving knowledge in other areas of the department
• Career progression to Junior PM.

AREAS OF MEASUREMENT

• High level of incident resolution by phone.