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Opportunity Awaits

Opportunity Awaits

Customer Support Head

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Date posted 08/01/2022 Location Santa Cruz de Tenerife | Spain, | Spain, Murcia | Spain, Oviedo | Spain, Pontevedra | Spain, Ourense | Spain, Lugo | Spain, Ladrido | Spain, Cáceres | Spain, Badajoz | Spain, Vitoria-Gasteiz | Spain, San Sebastián de los Reyes | Spain, Bilbao | Spain, Logroño | Spain, Palma de Mallorca | Mexico, | Spain, Ibiza Town | Spain, | Spain, | Spain, | Spain, Alicante | Spain, Pamplona | Spain, | Spain, Melilla | Spain, Ceuta | Spain, Tarragona | Spain, Lleida | Spain, Girona | Spain, Barcelona | Spain, Toledo | Spain, Guadalajara | Spain, Cuenca | Spain, Ciudad Real | Spain, Albacete | Spain, Zamora | Spain, Ávila | Spain, Valladolid | Spain, Soria | Spain, Segovia | Spain, Salamanca | Spain, Palencia | Spain, León | Spain, Burgos | Spain, Santander | Spain, La Palma del Condado | Spain, La Gomera | Guatemala, Las Palmas de Gran Canaria | Spain, Charco del Palo (Lanzarote) | Spain, Urbanización Fuerteventura Golf Club | Spain, | Spain, Zaragoza | Spain, Teruel | Spain, Huesca | Spain, Seville | Spain, Málaga | Spain, Jaén | Spain, Huelva | Spain, Granada | Spain, Córdoba | Argentina, Cadiz | Spain, Almería | Spain Company WorldLine

Your day-to-day responsibilities include:

  • Coordinate the technical team in Iberia for a proper customer support.
  • Ensure correct technical support to other departments of the company, Customization and Repair Centers and customers.
  • Guarantee the analysis and quick solution to hardware and software quality problems, aligning cointinuously with R&D and Supply teams globally.
  • Respond to Quality alerts from the Group and implement solutions.
  • Provide the necessary training to call centers, company or customers.
  • Ensure proper management of the software repository (Confluence).
  • Ensure the correct monthly update of the Quality&Repair application (Confluence, DOA, ECOS, ECOS Detail, Sales, Serial Numbers).
  • Identify and report to EMEA customer complaints.
  • Capture and report to EMEA quality costs.
  • Administrator for the different tools we use in Operations
  • Respond promptly to customer inquiries, handle and resolve customer complaints, and track the progress and follow up on customer interactions.
  • Willing to embrace daily operations discussions with customers and regional/global internal stakeholders, troubleshooting, solution finding. A hands-on operations person, up to all challenges operations bring along.
  • Willing to participate in new integration activities, handling the architecture design and decisions taken.
  • Effective summary and reporting to meet requirements of senior audiences.
  • Continuously evaluating progress & enriching information to effectively & professionally communicate to multiple audiences within Ingenico & customer organizations.
  • Management of the technical team across different departments, in a matrix organization.
  • Responsible for being in contact with the group to be aware of the new features that will be incorporated in future versions of the production deliverables in order to be able to properly inform the clients prior to the changes. Also  be able to discuss them with the group if any of them is not sufficiently suitable for the clients. Ability to influence and participate in Group standard offer roadmap definition

Sign of Success:

  • Customers Trust you.
  • Improve customer satisfaction.
  • KPIs achieved (including customer roadmap execution speed and cost control, among others).

Skills we can’t do without:

  • Bachelor’s degree in a technical career or relevant field.
  • A minimum of 5 years of proven experience in a senior customer facing position.
  • Proficiency in Microsoft Office and database handling tools.
  • Development of requirements and functional analysis identified needs.
  • Dynamism, a high level of autonomy, planning, organization, initiative and proactivity will be required.
  • Outstanding written and verbal English and Spanish communication skills.
  • Good understanding of management practices and techniques.
  • Knowledge of task or project planning and management tools (JIRA, TRELLO, CONFLUENCE, DEVOPS, GITLAB, GITHUB...).
  • Enthusiasm and Passion.

Skills we’d like:

  • ITIL Services Management and PMP/Prince certification is a plus.
  • Payments industry knowledge is a plus.
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