Knowledge Specialist (Full remote within Spain)

We are looking for a highly motivated, team-oriented and helpful professional with a proactive approach willing to deliver excellent customer care.

An enthusiastic person with the ability to analyze and proactively propose improvements to the product team, current workflows and CS Procedures.

Responsibilities

● Review procedures of the entire Customer Service cycle to ensure they are efficient and in compliance with our quality standards.

● Write and revise operating procedures for current products: ensure requirements and workflows of each product are up to date and best practices are clear and documented.

● Actively participate in the launch of new products: create from scratch support documentation, templates, priorities (queues) for CS agents, identify new workflows based on the peculiarities of the product, etc.

● Provide employees with the knowledge, tools, and skills that they need to optimize their performance.

● Be the main Point of Contact in terms of process knowledge for a specific set of products, including process optimization and flow consultation from other departments.

● Collaborate with the project/product/training department within the company. Being a point of contact between Project/Product/Training and Customer Service Department, reporting issues and giving creative solutions.

● Understand customer needs and requirements to develop effective quality control processes.

● Ensure all legal standards are met.

● Facilitate proactive solutions through the collection and analysis of quality data. And also define processes that allow a greater optimization in the workflows.

● Participate in calibration sessions.

● Prioritize workload and adhere to deadlines.

● Be on the lookout for improvement opportunities and develop new efficient procedures.

● Analyze and investigate the best customer service practices to improve our approach to the client.

● Collaborate with Customer Service and other relevant departments in order to detect undocumented processes, review/change procedures, contradictions in our internal workflows, etc.

● Independently elaborate quantitative and qualitative reports on a recurrent or ad hoc basis.

●Fluent in English and Spanish (written and spoken).

● Ability to summarize and synthesize vast amounts of information.

● Capacity to translate written workflows into visual support documentation.

● Strong competences to understand complex flows and unify them, commonizing similar or identical processes.

● Excellent Customer Service aptitude.

● High standard of quality and performance.

● Proficient computer skills (Google drive, Excel, Word etc)

● Knowledge of Freshdesk/CRM and Customer Support Software.

● Strong analytical skills.

● Ability to analyze, report and contribute with improvements in workflows, procedures and internal documentation.

● Client Orientation and Detail Orientation.

● Enjoy taking on new challenges.

● Excellent communication skills to improve our customer satisfaction and be a model to our teams.

● A high degree of flexibility and ability to adapt to changing circumstances and expectations.

● Ability to multi-task,organize and prioritize workload.

• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• Free Friday afternoons (a 7-hour workday!) + 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Budget for team-building activities
• We celebrate all company landmarks
• And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean

Sounds good? Apply now! We’re looking forward to getting to know you.

Equal Employment Opportunity Employer:

Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, gender identity, gender expressión and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!

Location

You'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.

If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona’s Blue Building, located right on the city's seafront. Besides our stunning views, you’ll enjoy our office perks such as free fruit, snacks, and coffee and you’ll also be able to take part in our Mario Kart and table tennis competitions.

The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address [email protected], attaching to your request a document that can validate your identity.