END USER SUPPORT SPECIALIST (T2)

Mapal Group is looking for a Madrid based End User Support Specialist (T2) to join our amazing End User Support Team. ✨This is a temporary position✨The core responsibility of this role is the primary responder to incoming end-user queries, creating an excellent first impression by being knowledgeable, helpful, friendly, and genuinely caring about providing best resolution.🔹Monitoring and driving solution knowledge internally and externally.🔹Act as a first contact point for complex cases inside the team before raising it as parent problem.🔹Support our Self-Help philosophy by working closely with Help Centre Admin.Responsibilities:🔹Quickly identify major incidents and follow appropriate Major Incident Management processes.🔹Follow trends/problems in cases and highlight them to management and tech team with accurate data.🔹Adapt existing documentation for better utilization of the Help Centre.🔹Act as a mentor of Support Specialists and aid in their induction into the team.🔹Check release notes and inform the team on important changes before release date.🔹Distinguish between user related and system related issues, before handling/ re-assigning appropriately.🔹Excellent case management of own cases, providing regular customer updates and achieving SLA.🔹Focus on reducing volume of knowledge and process gap queries raised.🔹Creating and sharing knowledge articles (Help Centre).🔹Advising of best practice/customer process (Help Centre).🔹Work closely with the Help Centre Admin.🔹Constantly improving own product knowledge and technical skills, requesting training where required.Qualities/RequirementsThe successful candidate will have:🔹 Ability to identify problems and opportunities as well as offer or implement actions and solutions.🔹 Proven ability to effectively manage work across teams and disciplines.🔹 Experience as a Tier 2/System Analyst in a tech company.🔹 Training or Training content development experience a plus.🔹 Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.🔹 An ability to influence others through effective communication and negotiations.🔹 Fluent Spanish and English.Skills:🔹 Excellent oral and written communication skills.🔹 Ability to understand a software and capacity to investigate to replicate and find bugs.🔹 Excellent personal organization skills and attention to detail.🔹 Strong people skills. Ability to work well with a diverse multi-cultural environment.🔹 Willingness to work flexible hours when required.🔹 Ability to work independently or as part of a team and ability to take direction is a must.🔹 Strong analytical and troubleshooting skills.🔹 Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment.We are offering a full-time temporary position to cover a maternity leave (4 months).At Mapal Group, We are committed to diverse talent and equal opportunities at every stage of our selection processes, fostering an inclusive and fair environment for all. With us you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth.🚀