Descripción de la vacante
Hybrid
Spain
Customer Service en España is listed on Jobeax. Browse 80,000+ vacancies available.
This job was automatically translated to English, .
💧 Are you passionate about technology and want to see how your work transforms the real world?
In our company, you will be part of a collaborative team that will support you every step of the way. If you are looking for an environment where your impact is tangible and your professional growth is assured...
This opportunity is for you!
Act as a coordination point between clients and internal teams, strengthening the client relationship, streamlining communication with the rest of the company, and ensuring comprehensive ticket management (proactive monitoring, consistent documentation, accurate reports, and effective operational follow-up).
Help reduce the dependence of project management on daily operations, better anticipate client needs, and consolidate a more analytical, centralized support model oriented toward a lasting relationship of trust.
Client relationship and service coordination: Act as a reliable point of contact for clients and internal teams, understanding the client's context, the scope of service, and operational priorities. Proactively communicate relevant matters, follow-up actions, and service status, fostering an efficient, professional, and trust-based relationship.
Compliance with client commitments: Ensure follow-up on commitments made, including SLAs, periodic updates, report delivery, and other agreed obligations.
Comprehensive management of needs and operational information: Manage the client's recurring requests from receipt to closure, ensuring proper prioritization, follow-up, documentation, escalation, and resolution. Maintain Jira as the primary operational repository to avoid the dispersal of information across emails, chats, or other informal channels.
Preventive monitoring and incident analysis: Contribute to a preventive service model by reviewing alerts, detecting potential incidents early, and anticipating their impact on the client. Analyze recurrences and operational patterns to identify root causes, opportunities for improvement, and actions that reduce their repetition.
Reports and service visibility: Prepare internal and external reports with neutral technical language, consistent data, coherent charts, and clear summaries of activity performed, open and closed tickets, key topics, and pending actions.
Operational governance and process improvement: Apply and propose improvements to operational response policies, escalation, change management, communication planning, and follow-up on pending tickets.
The above duties do not exclude the performance of other activities necessary for the proper functioning of the company.
Comply promptly with the methodologies and processes defined by the organization
Have enough experience to be autonomous in your day-to-day work.
Be able to maintain a fluent conversation in English, as you will work with teams from different countries and both meetings and written communication may be in English.
Technical or university education in computer science, telecommunications, engineering, systems administration, service management, or other related fields.
Experience or additional training in technical support, customer service, incident management, data analysis, and ticketing tools such as Jira will be valued.
Knowledge of the integrated water cycle and the hydraulic sector.
Additional training in IT service management will be valued, as well as knowledge of SCADA, GIS, and databases...
Management knowledge will be valued: incident lifecycle, escalation models, monitoring, change management, and preparation of professional service reports.
PMP, ITIL, and AGILE certifications will be valued
3 years in customer service, technical support, incident management, or service operations environments.
So, if you want to make an impact on the world, do so with a team that will help you with what you need and in a company where growth opportunities are real,
Idrica is your place!
💧 ¿Te apasiona la tecnología y quieres ver cómo tu trabajo transforma el mundo real?
En nuestra empresa formarás parte de un equipo colaborativo que te apoyará en cada paso. Si buscas un entorno donde tu impacto sea tangible y tu crecimiento profesional esté asegurado...
¡Esta oportunidad es para ti!
Actúa como punto de coordinación entre clientes y equipos internos, fortaleciendo la relación con el cliente, agilizando la comunicación con el resto de la empresa y garantizando una gestión integral de tickets (monitorización proactiva, documentación consistente, informes precisos y seguimiento operativo eficaz).
Contribuye a reducir la dependencia de la gestión de proyectos en la operativa diaria, anticipar mejor las necesidades del cliente y consolidar un modelo de soporte más analítico, centralizado y orientado a una relación de confianza duradera.
Relación con el cliente y coordinación del servicio: Actuar como punto de contacto fiable para clientes y equipos internos, comprendiendo el contexto del cliente, el alcance del servicio y las prioridades operativas. Comunicar de forma proactiva los asuntos relevantes, acciones de seguimiento y estado del servicio, favoreciendo una relación eficiente, profesional y basada en la confianza.
Cumplimiento de compromisos con el cliente: Asegurar el seguimiento de los compromisos adquiridos, incluyendo SLAs, actualizaciones periódicas, envío de informes y otras obligaciones acordadas.
Gestión integral de necesidades e información operativa: Gestionar las solicitudes recurrentes del cliente desde su recepción hasta el cierre, asegurando priorización, seguimiento, documentación, escalado y resolución adecuados. Mantener Jira como repositorio operativo principal para evitar la dispersión de información en correos, chats u otros canales informales.
Monitorización preventiva y análisis de incidentes: Contribuir a un modelo de servicio preventivo mediante la revisión de alertas, la detección temprana de posibles incidencias y la anticipación de su impacto en el cliente. Analizar recurrencias y patrones operativos para identificar causas raíz, oportunidades de mejora y acciones que reduzcan su repetición.
Informes y visibilidad del servicio: Elaborar informes internos y externos con lenguaje técnico neutral, datos consistentes, gráficos coherentes y resúmenes claros sobre actividad realizada, tickets abiertos y cerrados, temas clave y acciones pendientes.
Gobernanza operativa y mejora de procesos: Aplicar y proponer mejoras en las políticas de respuesta operativa, escalado, gestión del cambio, planificación de la comunicación y seguimiento de tickets pendientes.
Las funciones anteriores no excluyen la realización de otras actividades necesarias para el correcto funcionamiento de la empresa.
Cumplir puntualmente con las metodologías y procesos definidos por la organización
Tener la suficiente experiencia como para ser autónomo/a en tu día a día.
Poder mantener una conversación fluida en inglés, ya que trabajarás con equipos de diferentes países y tanto las reuniones como la comunicación escrita puede ser en inglés.
Formación técnica o universitaria en informática, telecomunicaciones, ingeniería, administración de sistemas, gestión de servicios u otras áreas afines.
Se valorará experiencia o formación complementaria en soporte técnico, atención al cliente, gestión de incidencias, análisis de datos y herramientas de ticketing como Jira.
Conocimiento del ciclo integral del agua y del sector hidráulico.
Se valorará formación complementaria en gestión de servicios TI, conocimientos en SCADA, GIS, Bases de datos...
Se valorarán conocimientos de gestión: ciclo de vida de incidentes, modelos de escalado, monitorización, gestión del cambio y elaboración de informes profesionales de servicio.
Se valorarán certificaciones PMP, ITIL, AGILE
3 años en atención al cliente, soporte técnico, gestión de incidentes o entornos de operaciones de servicio.
Así que, si quieres causar un impacto en el mundo, hacerlo de la mano de un equipo que te ayudará en lo que necesites y en una empresa donde las oportunidades de crecimiento son reales,
¡Idrica es tu sitio!
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