Are you open to taking on new challenges as a Tech Support in a SaaS company?
We are Voxel, a global leader in the Tourism & Horeca sector, offering solutions in electronic invoicing, electronic payments, and supply chain digitization.
Join our team as a Technical Support Specialist where you will be part of a high-performing Customer Care team responsible for Voxel’s Products.
Ensure seamless, consistent, and positive customer experiences while resolving technical requests. As a member of Customer Care (CC) the Technical Support Specialist will provide functional & technical support.
The candidate will require working with applications as well as infrastructure components to undertake analysis, diagnosis and resolution of end user incidents. In addition, execute and document tests in the above mentioned context. It is a Point of Contact for Incidents, Service Requests and customer contacts. The role is specifically responsible for recovering functional and technical incidents and requests at a higher technical level or escalating them to resolver groups.
The Technical Support Specialist will work closely together with other team members to provide accurate incident resolution and service request management, within the SLA and also with other divisions within the company.
Your day-to-day
Common accountabilities:
– Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.
– Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.
Specific accountabilities:
– Identifies project requirements by contacting customers; analyzing operations; determining project scope; documenting results…
-Develops problem solutions by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications; writing documentation.
-Verifies results by completing tests.
-Prepares customers to use the system by conducting training.
-Provides reference for customers by writing documentation; providing support and help.
-Maintains systems by researching and resolving problems; maintaining system integrity.
-Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
-Contributes to team effort by accomplishing related results as needed.
What are we looking for?
- 2-3 years of previous experience in technical support or an administrative role in incident resolution (especially if you come from tourism, travel, hospitality & procurement…)
- Technical Academic background (Engineering, Systems & Networks, Infrastructure…)
- Fluent in French and English (answering calls and emails), and Spanish (other languages would be a plus).
- Knowledge of XML, VPNs, integrations, connectivity (FTP, AS2…)
- Good communication skills, common sense, an analytical mindset, and of course… that you love working in a team!
What do we offer?
Permanent contract 
We are remote-friendly! 
Flexible timetable 
Medical insurance 
Extra vacation days 
Flexible compensation plan 
Language classes 
Andjoy – Gympass 
Yoga and core classes at the offices 
Physiotherapy service 
Life coaching & psychology service 
Referral Program 
About Voxel
At Voxel, we develop technological solutions for small and large companies with the aim of digitalizing purchasing, invoicing and payment processes. We are leaders in electronic invoicing and payment solutions in the travel and food & hospitality sectors at international level.
Voxel’s purpose is to promote the happiness of those that are part of our organization through personal and professional development, thus contributing to building a fairer and more sustainable society. Our purpose is implemented every day through our culture and our values: #PeopleFreaks #ChallengeManiacs #FUNtasticTeamPlayers and #ChangeLovers.
Apply now!
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