Technical Support Specialist Afternoon Shift

Keonn Technologies; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading RFID solutions provider in Madrid is seeking a Customer Support Specialist to deliver exceptional support. The role includes responding to inquiries, troubleshooting issues, and maintaining high customer satisfaction. Ideal candidates have technical support experience, strong communication skills, and knowledge of networking concepts. This position offers opportunities for growth in a dynamic international environment.

Servicios

Young and dynamic work environment

Support for online training programs

Specialty coffee and table tennis

Formación

• Previous experience in technical customer support or IT helpdesk roles.
• Comfortable using terminal / command line tools (e.g., PuTTY, OpenSSH).
• Previous knowledge of RFID UHF technology is a plus.

Responsabilidades

• Respond to customer inquiries via phone, email, live chat.
• Troubleshoot customer issues and provide accurate solutions.
• Log and track support tickets, ensuring proper documentation.

Conocimientos

Excellent verbal and written communication skills

Working knowledge of SSH and CLI-based interfaces

Familiarity with common networking concepts

Strong communication skills for non-technical users

Familiarity with support tools

Proficiency in English

Descripción del empleo

About Keonn

Keonn is a manufacturer of RFID hardware and software products for different sectors, like retail, healthcare, libraries, industry, and logistics.

We provide RFID systems mainly for the retail and healthcare sectors, as well as RFID UHF components, like antennas, multiplexers, and readers for any industry.

Keonn’s team is comprised of experienced engineers and PhDs with deep knowledge in fields like radiofrequency, antennas, electronics, firmware, and cloud-based software.

Job position

Customer Support Specialist

The Technical Support Specialist is responsible for delivering exceptional support to customers by handling inquiries, resolving issues, and providing product or service information. The main goal is to ensure a high level of customer satisfaction and contribute to customer retention and loyalty.

This work will be carried out during the afternoon shift.

Main tasks

• Respond to customer inquiries via phone, email, live chat in a timely and professional manner.
• Troubleshoot customer issues and provide accurate, efficient solutions.
• Escalate complex cases to relevant departments when necessary.
• Log and track support tickets, ensuring proper documentation of interactions.
• Gather customer feedback and share insights to improve services and processes.
• Stay informed about company products, services, policies, and promotions.
• Meet or exceed key performance indicators (KPIs), such as response time, first contact resolution rate, and customer satisfaction scores.

We expect

• Previous experience in technical customer support or IT helpdesk roles
• Excellent verbal and written communication skills.
• Working knowledge of SSH and CLI-based interfaces for network devices (routers, switches, firewalls, etc.).
• Familiarity with common networking concepts: IP addressing, subnets, DNS, routing, and VPNs.
• Comfortable using terminal / command line tools (e.g., PuTTY, OpenSSH, etc.).
• Previous knowledge of RFID UHF technology is a plus.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to work collaboratively in a team environment and remain calm under pressure.
• Familiarity with support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus.
• Proficiency in English (additional languages are an asset, depending on the market).

We offer

• Company that designs and manufactures worldwide RFID equipment for the retail sector
• Young and dynamic work environment
• New 4000sqm corporate building next to Westfield La Maquinista
• Specialty coffee and table tennis
• Support for online training programs
• Ability to grow in a fast-paced international company