Technical Support

Barcelona - Spain

Monthly Salary: Not Disclosed

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

Reporting to the Technical Account Manager The Technical Support Agent is a key support function to all arms of the business. As a Technical Support Agent you are responsible for Customer Service Product Support Technical/ System Support and maintenance. The role will consist of resolving in-bound support calls and emails providing Tier-01 & Tier-02 product support to both internal and external stakeholders scheduling of our Content Management Systems maintain and support all application systems and equipment used by the Mood Media user community. The position will also be responsible from time-to-time for providing technical pre-sales support to the sales team channel partners marketing department and prospects.

Above all else your role is to ensure that Mood Media delivers the best service to all of its customers at all times and within the agreed terms.

Resposibilities will include but not be limited to:

Develop and Maintain a highly detailed understanding of Moods Solutions and other complimentary technology
Support the customers as the main point of contact for Mood Medias solutions handling inbound calls & emails or when requested proactively resolve service issues
Provide both tier-1 and tier-2 technical support to non-technical stakeholders both internally and externally
Respond to all queries in a professional manner paying attention to potential frustrations that customers may be experiencing.
Ensure call notes are recorded as per Moods procedures
Ensure to follow-up on outstanding item/ tasks in a timely manner
Manage the installation of new deployments/ rollouts
Process and fulfill sales orders
Review & receive sales tasks through handover process and ensure full delivery as per scope
Keep communication channels updated with progression of tasks/ rollouts as that the greater business can see progression/ status
Review pricing and invoicing received from vendors (E.g. Technical subcontractors)
Act as a liaison officer with Technical Subcontractors to ensure the completion of works within desired timeframe and budget

This is a role that requires intermediate technical and high communication skill sets. It is an exciting opportunity to play a key part in our continued growth in the provision of visual and audio-based solutions for many retailers across the country.

Above all else your role is to ensure that Mood Media delivers the best service to all of its customers at all times and within the agreed terms.

Resposibilities will include but not be limited to:

Develop and Maintain a highly detailed understanding of Moods Solutions and other complimentary technology
Support the customers as the main point of contact for Mood Medias solutions handling inbound calls & emails or when requested proactively resolve service issues
Provide both tier-1 and tier-2 technical support to non-technical stakeholders both internally and externally
Respond to all queries in a professional manner paying attention to potential frustrations that customers may be experiencing.
Ensure call notes are recorded as per Moods procedures
Ensure to follow-up on outstanding item/ tasks in a timely manner
Manage the installation of new deployments/ rollouts
Process and fulfill sales orders
Review & receive sales tasks through handover process and ensure full delivery as per scope
Keep communication channels updated with progression of tasks/ rollouts as that the greater business can see progression/ status
Review pricing and invoicing received from vendors (E.g. Technical subcontractors)
Act as a liaison officer with Technical Subcontractors to ensure the completion of works within desired timeframe and budget