As a Help Desk Technical Support at Metron, your role will be to carry out effective and efficient everyday operations of our Help Desk which involves handling technical customer enquiries from support requests to escalating specialized support, bug and feature requests as per our internal processes.

Your role

• Handling level 1 and 2 end user, partner and internal staff requests whether that be questions, incidents or bugs and features ;
• Resolving or escalating issues to relevant teams ;
• Monitoring issue trends ;
• Work closely with key stakeholders in the ticket lifecycle including engineers or data, infrastructure, security or product teams. These teams could be based anywhere in the world ;
• Maintaining knowledge base articles both for customers and the internal help desk ;
• Managing our SLAs ;
• Adhering to our help desk processes ;
• Utilize your excellent customer service skills to exceed customer expectations ;
• Ensure the tickets are updated with all relevant information such as details about your investigation and resolution steps etc ;
• Participate in growing and improving our processes.

What you’ll need to succeed
You will enjoy working at Metron if you like a fluid, fast-paced, entrepreneurial work environment.

• Relevant work experience and qualifications in help desk and technical support ;
• Great troubleshooting skill set ;
• Knowledge of ticketing systems such as Jira Service Desk or Zendesk etc ;
• Ability to work as part of a team or unsupervised in a fast paced environment ;
• Fluent in Spanish and English is a must. Portuguese is a nice to have ;
• We are in this together! Be open to making suggestions on how we can improve our processes and service.

What you’ll get in return

• An opportunity to play a pioneering role in an innovative setting ;
• A stimulating young environment ;
• An international experience and a role with impact and visibility in a fast-growing scale up.

1. You flashed on the job and our company!
2. You send your CV to apply.
3. A first interview with Christopher, our Help Desk Manager and your future manager ;
4. A second interview with Isaac, our VP Operations ;
5. HR Meeting with Morgane (our Talent Acquisition Manager).