Associate Support Analyst (Portuguese & Spanish speaker) at Keyfactor, Inc.

Keyfactor is seeking an Associate Support Analyst to provide initial support by addressing service and access requests and answering inquiries about product issues. The position is based in the Barcelona office and follows a hybrid work pattern.

The Associate Support Analyst will maintain first response time, follow predefined scripts, triage customer requests, and handle routine inquiries. They will also own resolution plans, identify trends in incoming cases, document issues, and suggest improvements.

Responsibilities:

• Maintains first response time and adheres to Keyfactor SLA requirements.
• Follows predefined scripts and procedures to resolve straightforward issues.
• Provides prompt and courteous responses to ensure positive customer experience.
• Triage incoming customer requests and ensure accurate ticket categorization.
• Handles routine inquiries and provides basic troubleshooting for common issues.
• Owns resolution plan and manages customer experience for assigned cases.
• Identifies trends in incoming cases related to new product releases or SOPs.
• Documents and reports issues to higher tiers or development teams for resolution.
• Suggests improvements to operational leadership based on case trends.
• Undergoes training to gain competency in Keyfactor products.
• Familiarizes with Keyfactor product suites, including certificate lifecycle management and PKI.
• Applies basic product knowledge to assist in support tasks.
• Acquires basic understanding of case management systems and tools.
• Demonstrates fundamental troubleshooting skills and proficiency in case management tools.
• Applies basic domain knowledge to resolve customer issues.
• Participates in creating SOPs for Tier 1 support.
• Contributes to the knowledge base with documentation of common issues and solutions.
• Collaborates in identifying needs for SOPs and knowledge articles.
• Collaborates with Tier 1 Team Lead and CSM team for escalated case management.
• Assists in escalating more complex problems to higher support tiers.
• Provides support for managing escalated cases.
• Assists with onboarding and supporting new customers in data center projects.
• Triage system and event alerts and liaise with internal teams for resolution.
• Supports internal collaborations to resolve customer issues.

Minimum Qualifications:

• Fluent in Spanish & Portuguese - written & verbal
• Foundational understanding of IT products/services delivery, with basic theoretical knowledge of operating systems like Windows Server OS and Linux.
• Able to assist in routine support tasks and eager to learn new technologies and processes.
• Understanding of PowerShell and Java scripting.
• Understanding of database queries i.e. SQL
• Understanding network basics
• Experiencing using case management tools such as Zendesk
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
• Ability to quickly understand customer issues and provide effective solutions using predefined scripts and procedures.
• Ability to communicate clearly and professionally with customers, both verbally and in writing.
• Fundamental understanding of the industry, company processes, and specific job functions.
• Basic knowledge of software support fundamentals, issue tracking systems, and customer service practices.

Keyfactor Offers:

• Hybrid work pattern
• Flexible working practices
• Excellent flexible working practices
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US).
• Generous paid parental leave (US).
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Unlimited time off (US) and competitive time off globally.
• Monthly Talent development and Cross Functional meetings to support professional development.