Helpdesk Support L1 - French and Spanish (m/f/x)

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The Role

We have built the KONUX Predictive Maintenance System for Rail Switches, the first AI-based solution for the rail industry. As a Helpdesk Support L1 with French and Spanish with our Operations Team, you will be the interface to the client for all support related matters. You will be responsible for assuring that we continuously delight our customers by providing a great service. .

When pioneering a new technology, the unexpected is expected. Thus, the KONUX Culture includes a growth mindset, resilience and flexibility. This means: seeing setbacks as learning opportunities and encouraging you to drive harder. Improving continuously by failing fast and learning fast. Staying up when the going gets tough. Thinking and acting without barriers within a highly dynamic environment, based on data driven decisions. If you share that mentality...Apply and become a part of the KONUX vision: Transform railway operations for a sustainable future!

Your Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Provide Response and Resolutions to the Customer within the agreed SLAs
• Support all internal and external relevant teams during installation of our product
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Responsible for monitoring and direct unresolved issues to the next level of support
• Provide accurate information on our Services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback, suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Your Profile

• Good organizational and problem-solving skills
• Excellent communication skills in English, French and Spanish both written and verbal
• Passion for product and service improvement with a drive for finding solutions before incidents appear
• Implement on all daily activities solution with an “automation first” mindset
• High-quality standards for quickly addressing customer support cases and solving incidents
• Team player with a self-directed, reliable, initiative-taking and autonomous working style
• Startup mindset and experience with Agile methodologies
• Sharing the KONUX Culture, incl. a Growth Mindset, Resilience and Flexibility

Nice to Have

• Basic Knowledge of ITIL Processes and tools: Freshservice, Servicenow
• Basic Knowledge using Splunk for monitoring
• Admin experience with SaaS product would be beneficial

Don´t Apply If

• Fluent in any other language than the ones specifically required
• You feel the KONUX Culture is not for you

Enabling a Data-Driven World

At KONUX, we are empowering the rail industry by building the best possible predictive analytics solutions for our customers. We strive to help industrial companies improve their maintenance and performance decision making in a data-driven world. A career at KONUX is for those who want to be at the forefront of analytics, working to make notable improvements to train reliability which affects hundreds of commuters every day. Our culture prioritizes the customer first, and all employees are expected and empowered to take ownership of their daily responsibilities. If this sounds like the type of environment you thrive in, then we want to hear from you!

Equal Opportunity

At KONUX, we focus on results. We believe that a diverse team achieves better results faster. So here’s the deal: You bring in your very own perspective. We promise to judge your qualifications and performance, not your age, sex, religion, skin color, gender identity, family status or disability.

What We Offer

• The opportunity to play a decisive role in shaping a company during its pivotal growth stage alongside a diverse, multinational team
• A competitive salary with equity (all permanent KONUX employees have equity!)
• 27 days (+1 day on every work anniversary for 3 years)
• Remote team events and opportunities to socialize with colleagues also during Covid
• Flexible working conditions and home office equipment

Job Type: Full-time