Support Consultant (M / D / F)

Join Schwarz IT Barcelona - IT Hub of Europe's Largest Retail Group.At Schwarz IT Barcelona, we provide high value IT services for the entire Schwarz Group, which includes Lidl, Kaufland, Schwarz Produktion, PreZero, Schwarz Digits, STACKIT, and XMCyber.As part of a top 5 global retail company, we serve 6 billion customers through 13,700 stores in 32 countries, supported by over 575,000 employees.We are looking for open-minded colleagues with passion for technology, who are willing to find diverse and exciting career opportunities in a dynamic work environment that stands for development and progress.Elevate your career with us, where development and progress are at the heart of everything we do.Your Tasks- Manage requests from registered users in ticketing tools, maintaining the levels established in the SLAs.- Provide support to users on functional issues related to the respective products.- Track incidents and resolutions.- Respond to questions about processes.- Identify potential process improvements and promote them within the team.- Identify system problems (recurring incidents) and proactively communicate with product managers to resolve them.- Operational knowledge management (Provide training to end users or collaborators when necessary)- Notify users and other teams of serious system incidents- Perform tasks beyond those of Support to expand knowledge and broaden the scope of responsibilities (reporting, documentation, meetings with internal and external teams,etc.)- Jour fixe with countries and external teams- POCs for countries regarding any incident related to a product / feature managed by the company's product teams.- On-call duty on rotating shifts to ensure the proper functioning of the company's products outside of office hours- Work following established guidelines regarding the Incident Management, Problem Management, and Knowledge Management processes.Your Profile- Previous experience in customer satisfaction-related tasks.- A high level of organization and excellent management skills.- Communication skills & proactivity.- Detail-oriented and analytical skills.- Ability to work in a team without losing the drive to succeed.- Empathy / Passion for customer service.- Professional ethics, enthusiasm, and the ability to adapt quickly.- Multitasking skills that allow you to adjust priorities on the fly.- Ability to prioritize tasks and remain calm in the face of potential pressure.- Go beyond customer service : anticipate potential problems, understand how to manage the needs of a technical team in relation to the needs of our customers.- High level of Spanish and English.BeWe look forward to receiving your application.Schwarz IT Barcelona SL

• Aidan Cutanda Lundy
• Reference no. 47743 C / Bergara 13, floor 5, 08002 Barcelona es.It.Schwarz