Be part of a new support hub and deliver great customer and partner experience Our global technical support department is expanding with a new support hub in Barcelona. We are looking for a number of Support Professionals (SP) and Support Engineers (SE) to join a new team. You have a key role in helping Milestone to achieve its mission goal of delivering great customer and partner experience. The SP/SE is typically a first point of contact with Milestone Partners and therefore has a key role in helping Milestone achieve its mission goal of excellent Customer/Partner satisfaction. The SP/SE delivers responsive and reliable solutions to Milestone Partners through application of knowledge of Milestone organization, services and products. Daily task includes: • Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude • Resolve customer requests, questions and complaints effectively, frequently requiring analysis of situations to determine best use of online or technical support resources • Serve as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely and effective manner • Ensures that all relevant communication, documents and files related to the case are accurately recorded in the support system • Provide timely & accurate status updates to customers and relevant internal stakeholders • Represent expectations, intentions, and attitudes of customers and co-workers accurately • Continuous effort to acquire and maintain good knowledge of Milestone’s products as well as Support procedures, practices, and policies • Assist in ensuring that delivered solutions are documented as knowledge base articles to help make the team successful • Ensures that observed patterns of customer pain-points are highlighted to manager • Informs customers of the appropriate support options that best fit the customer's needs The position is located in Barcelona, and we encourage candidates from other EU countries to apply as well. Expected business travels are approximately 10 days per year.