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Technical Support Specialist (Part-time)

full-time NicePeopleAtWork Barcelona

NPAW has a decade of experience developing groundbreaking and scalable big data and business intelligence solutions that help online media services make data-driven decisions to move their business forward.
YOUBORA, the company’s flagship product, is the most advanced BI platform correlating data across entire media services. With YOUBORA, content providers gain an in-depth, real-time understanding of their platform’s performance and their audience’s behavior. This AI-powered solution provides descriptive and prescriptive insights to reduce churn, proactively manage users, optimize content discovery, increase advertising efficiency and overcome technical and operational issues.

The company is privately held with VC backing, and was founded in 2008 with offices in Barcelona and New York.

We are looking for a Level 1 Support specialist to provide troubleshooting detection and resolution related to YOUBORA Infinity, NPAWs real-time analytics and Business Intelligence platform.

You will join our "Houston team", a team based in BCN thats offering 24/7 premium support to our customers as one of the 1st line help desk professionals.
Youll be monitoring their service by using our real-time analytics tool; check common procedures and troubleshooting tips in case of finding issues; communicate with the right people within the team and in our customers teams in order to let them know the status of the issues and let our technical team solve them (in case you have to scale it).

Main Responsibilities:

  • Monitor our customers service.
  • Detect and notice issues
  • Solve level 1 issues
  • Properly escalate unresolved queries to the next level of support
  • Keep the customer up to date when theres any problem
  • Ensure proper recording, documentation and closure
  • Build reports

Other details:

  • Part time job (32h/week)
  • Schedule: Rotational shifts:
    • Week 1-2:
      • Monday and Tuesday 11pm-7am
      • Friday: 7am-3pm
    • Week 3-4:
      • Monday and Tuesday: 7am-3pm
      • Friday: 11pm-7am
    • During summer period we expect you to be able to cover some of your colleagues shifts. This will be paid as extra hours.
  • Proficient in English is required
  • Basic Spanish level
  • Interest in developing a technical career in support services and customer engineering departments.
  • Some experience in customer care / customer-faced roles will be considered as an asset.
  • You are an autonomous person who is able to work alone.

    You will join the fastest-growing spanish technology startup in EMEA and be part of an amazing technological challenge, but also you will enjoy:

    • Career development opportunities.
    • Amazing brand-new offices in Poblenou, 2 minutes away from the beach.
    • Unlimited fruit, cookies, coffee, tea...
    • Beer taps and afterworks whenever you want with our international, dynamic and lovely team.
    • Flexible schedule.
    • Flexible remuneration options (Restaurant, Transport & Nursery Tickets).
    • Great discounts on high quality healthcare coverage.
    • Internal trainings (languages, technology, Youbora trainings...)
    • Team buildings.


    Pursuant to the provisions set forth in Law 15/1999, on the Protection of Personal Data ("LOPD"), dated December 13, and the rules and regulations thereunder, we hereby inform you that the information included in your curriculum vitae shall be added to the file named RECURSOS HUMANOS belonging to NICEPEOPLEATWORK, S.L. with the purpose to have adequate profiles during personnel selection processes for this company.

    Pursuant to the provisions of Article 14.2 of the rules and regulations of the aforementioned law, unless you inform us you do not wish your information to be used within 30 days, it shall be assumed you authorize the use thereof for the aforementioned purposes.

    We further inform you that at any time you may revoke the consent to use your information and exercise your right of access, correction, cancellation and opposition as provided by law by emailing us at C/ Roc Boronat 23 08005, Barcelona or calling at (+34) 93 122 21 11.

    Please note that due to the high volume of applications we will be in contact with shortlisted candidates only. If you have not heard from us within 4 weeks, please assume your application has been unsuccessful on this occasion.
    published: July 9, 2018

    Apply for this position