1st Tier Customer Support Analyst (m/f/d)

ABOUT US

We integrate digital assets into enterprise and institutional treasury operations. 

From payroll to cross-border transactions, Fortris was built from the ground up to slot right into your existing financial tooling.

Founded in 2017 by a team of payment and security veterans, we’ve designed a platform that links directly into a company’s infrastructure, making the adoption of digital assets simple.

As the world changes, we are ready to help your organization transition to the next step in financial technology.

Your mission:

We are looking for an experienced Customer Support Analyst with a strong passion for support and attention to detail to join our team in Malaga and manage the support field of the group’s companies that are located around the world. 

Working within the Customer Support team, the successful candidate will be someone who has experience in the application support field, has exceptional problem-solving skills, is highly organized and with a positive mindset. They will be aware of client’s requests and will be able to coordinate with other teams to provide the best client experience.

What you'll do:

• Analyze and resolve client’s incidents and reply to their queries

• Daily monitoring of production environments

• Research, learn and work with the newest tools

• Apply technical guidance in incident management processes

• Day to day participation in the support function and provide direct customer support

• Review and resolve escalations if a support team member is unable to resolve a customer’s question or complaint

• Explore and evaluate new processes, techniques, and tools that could help improve the customer experience

• Contribute to the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible

• Provide self-help and user guidelines to the clients

• Generate external documentation for the customers to reduce basic support requests and internal documentation to increase the knowledge base

• Help to train new hires

• The service will be delivered from our Málaga offices

• Be on a pager duty 24/7 rotation with team members to respond to critical incidents

What you bring:

• BS or MS degree in Computer Science or a related technical field

• Exposure to a wide range of open-source technologies and best software practices

• Experience with ticketing and documentation tools

• Excellent communication skills with clients

• Slightly paranoid view about security and privacy

• A pragmatic attitude and approach to solving problems and deliver solutions

• Experience reading and analyzing application logs to identify issues

• Proactive, go for attitude and unlimited creativity

• High level of English

Bonus points:

• Knowledge of monitoring tools (Graylog, Grafana, Prometheus)

• Knowledge of Jira and Confluence

• Knowledge of Cryptocurrencies

What we offer:

• Challenging and exciting projects at an innovative international company that uses cutting-edge tech and Apple equipment
• Collaborative teams and agile multicultural environment
• Competitive salary with flexible compensation plan
• Flexible working hours and hybrid WFH model
• 25 paid vacation days + public holidays
• Private health insurance
• Relocation Package for you and your family, including soft-landing service to help you settle in
• Free English/Spanish lessons
• Free parking provided if needed
• Amazing office in Málaga city centre
• Team building events, learning labs and corporate events
• Ongoing learning and professional development opportunities
• Office perks including games console, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc
• Great Place to Work certified - Málaga Best Workplaces