About the company
Keyfactor brings digital trust to the hyper-connected world by empowering organizations to build and maintain secure, trusted connections across every device, workload, and machine.
Job description
The L1 Technical Support provides initial support by promptly and accurately addressing service and access requests, as well as answering inquiries about known product issues.
The position is based in Barcelona office, we have a hybrid work pattern and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position. This role requires fluency in Spanish & Portuguese language skills.
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.
Certifications
/
Career pathway
Other
Required experience
At least 1-3 years of related work experience
Level of studies
Bachelor's or equivalent level
