Descripción de la oferta
e Pack Pro is the Saa S scale-up that has digitalized HACCP, and that today leads the market. Born in a kitchen, imagined by a restaurateur, our solution enables 20,000 food industry professionals across 40 countries to stay compliant without spending their entire day on it. +50 M€ ARR, +40% growth in 2024, 300 employees spread across 4 offices in Europe: we are building something solid, and we are accelerating.JOB DESCRIPTION AND MISSIONSAs part of the transformation of its customer support and to accompany its growth, e Pack Pro is strengthening its N2 Support team. The goal: absorb the increasing ticket volume, improve resolution times and strengthen internal technical expertise.Your role: You will take ownership of complex technical incidents escalated by N1 support and provide advanced assistance to customers. You will work on software, hardware and network issues, in close collaboration with the N3, product, deployment and Customer Success teams.Your main missions:Todos los candidatos deben asegurarse de leer atentamente la siguiente descripción del puesto y la información antes de enviar su solicitud.Manage N2 incident tickets and reduce the backlogDiagnose failures in e Pack Pro equipment: wall screens, tablets, pads (connectivity, cables, software interface)Take remote control to resolve incidents live with customersManage the addition and removal of modules on customer accountsGuide customers step by step through the resolution of their issuesEscalate to N3 with a complete and structured file when necessaryDocument resolved incidents and feed the internal knowledge base PROFILEExperience & background3 to 5 years of experience in expert technical support or equivalentExperience in a Saa S environment, management software or connected solutionsExperience in managing complex technical incidentsExperience in B2 B customer support Technical skillsHardware and software incident diagnosis (network connectivity, tablet/screen interface, configuration)Application incident analysis and resolutionGood knowledge of network environments (LAN, Wi Fi, basic routing)Configuration and parameterization of software solutionsLog reading xcskxlj and root cause identificationProficiency in remote control tools (Team Viewer or equivalent) and ticketing tools (Salesforce, Jira, Genesys) Soft skillsTeaching ability: knowing how to explain a technical problem to a non-technical stakeholderRigour and method in problem solvingTeam spirit: you will work in close collaboration with N1 and N3 teamsAutonomy and sense of priorities LanguagesFluent Spanish, spoken and written AND/OR Fluent Italian, spoken and writtenFluent English, spoken and written BonusKnowledge of or interest in the restaurant / CHR sectorKnowledge of HACCP standardsExperience in hardware support (tablets, printers, sensors)
