Tech Customer Support Specialist (Remote - Spain)

At Metricool, you will be able to help professionals and small businesses from around the world save time and achieve better results on social media, with creativity and freedom.

You will have the opportunity to work 100% remotely, in an international and rapidly growing company where all team members love to create, work together, analyze, and assist community managers in making their work easier.

Your mission will be to analyze and investigate technical issues on the platform while assisting users on their journey with us, providing solutions and resources.

In this position, you will be able to have a wonderful contribution and impact in different areas:

As an Engineer,

• Document issues and procedures: Use ticketing tools to log activity, document issues, and track solutions.

• Coordinate support requests: Work closely with the customer support and development teams to resolve emerging issues.

• Technical troubleshooting: Diagnose and solve hardware or software failures, including documenting procedures and creating relevant reports.

• Code understanding: Be able to read and understand code in Java and VUE, as well as query and modify data using SQL.

As a Customer Support Specialist,

• Provide exceptional user experience: Offer excellence in chat and email communication.

• Support internal requests: Manage incident requests and collaborate with other teams for seamless resolutions.

• Collaborate with team members: Help create and update internal and external support documentation.

As a Team Member,

• Build strong internal relationships: Work with your team to align on customer inquiries and resolutions.

• Collaborate with other areas: Share insights and strategies with cross-functional teams to improve customer experience.

• Promote user satisfaction: Ensure that every interaction leaves a positive impact.

Long story short: How will your first days in Metricool look like?

• First month: Understand Metricool's platform, social media interactions, and common user inquiries. Shadow team members to understand the methodology used.

• First Quarter: Diagnose problems that our user support team cannot directly handle. Work with the development team to identify quick fixes and lasting solutions.

• To the moon: Become an active member of the team, setting strategies to optimize user support and streamline internal processes.

Job requirements. You’ll be successful on your mission if you have:

Experience:

• More than 5 years of experience in technical support or similar.

• Solid technical background.

Hard skills:

• Knowledge of Java, VUE, and SQL.

• Experience with cloud technologies.

• High self-management and incident resolution skills.

• Advanced troubleshooting skills.

• Fluent in English and Spanish

Soft skills:

• High organizational and time management skills.

• Excellent communication skills with empathy for user challenges.

• Teamwork and willingness to support colleagues.

Why will you fall in love with Metricool?

• Remote Work Environment: Team members have the flexibility to work from anywhere, fully integrated through Slack and Meets.

• Annual Meetups: Once a year, we gather the whole team to celebrate and strengthen connections.

• Professional Development Plan: Continuous growth opportunities, including training and mentorship.

• Competitive Salary: Aligned with market standards, ranging from €35,000 to €45,000 per year.

• Language Lessons: As part of our international team, you can improve your skills in English, Spanish, French, or German.

• Wellbeing Plan: Private health insurance after the probation period, plus access to wellness programs.

• Flexible Schedule: Organize your time with the freedom to balance personal and professional life.

• Flexible Remuneration Package: If you reside in Spain, enjoy tax benefits through our flexible salary distribution.

What are the steps of the hiring process?

• First Interview (30 minutes): With Horten, People & Culture Lead, to get to know each other and discuss your background and the company culture.

• Second Interview (30 minutes): With Marcos CTO and Mónica Tech Support Specialist

• Decision and Offer: If everything goes well, we will be happy to welcome you to Metricool!

If you are excited about the things that you just read, don't hesitate to apply for the job position!