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<strong>Title:</strong> Associate Support Analyst</p>

Location: Spain; Barcelona

Experience: Entry - Associate (IC1)

Job Function: Support

Employment Type: Full-Time

Industry: Computer Network & Security

Job Summary  

The Associate Support Analyst provides initial support by promptly and accurately addressing service and access requests, as well as answering inquiries about known product issues.

The position is based in Barcelona office, we have a hybrid work pattern and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position.

Responsibilities

• Maintains first response time and adheres to Keyfactor SLA requirements.
• Follows predefined scripts and procedures to resolve straightforward issues.
• Provides prompt and courteous responses to ensure positive customer experience.
• Triage incoming customer requests and ensure accurate ticket categorization.
• Handles routine inquiries and provides basic troubleshooting for common issues.
• Owns resolution plan and manages customer experience for assigned cases.
• Identifies trends in incoming cases related to new product releases or SOPs.
• Documents and reports issues to higher tiers or development teams for resolution.
• Suggests improvements to operational leadership based on case trends.
• Undergoes training to gain competency in Keyfactor products.
• Familiarizes with Keyfactor product suites, including certificate lifecycle management and PKI.
• Applies basic product knowledge to assist in support tasks.
• Acquires basic understanding of case management systems and tools.
• Demonstrates fundamental troubleshooting skills and proficiency in case management tools.
• Applies basic domain knowledge to resolve customer issues.
• Participates in creating SOPs for Tier 1 support.
• Contributes to the knowledge base with documentation of common issues and solutions.
• Collaborates in identifying needs for SOPs and knowledge articles.
• Collaborates with Tier 1 Team Lead and CSM team for escalated case management.
• Assists in escalating more complex problems to higher support tiers.
• Provides support for managing escalated cases.
• Assists with onboarding and supporting new customers in data center projects.
• Triage system and event alerts and liaise with internal teams for resolution.
• Supports internal collaborations to resolve customer issues.

Minimum Qualifications, Education, and Skills 

• Foundational understanding of IT products/services delivery, with basic theoretical knowledge of operating systems like Windows Server OS and Linux. Able to assist in routine support tasks and eager to learn new technologies and processes.
• Understanding of PowerShell and Java scripting.
• Understading of database queries i.e. SQL
• Understanding network basics
• Experiencing using case management tools such as Zendesk
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
• Ability to quickly understand customer issues and provide effective solutions using predefined scripts and procedures.
• Ability to communicate clearly and professionally with customers, both verbally and in writing.
• Fundamental understanding of the industry, company processes, and specific job functions.
• Basic knowledge of software support fundamentals, issue tracking systems, and customer service practices.

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Compensation  

Salary will be commensurate with experience.  

Culture, Career Opportunities and Benefits 

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.  

Here are just some of the initiatives that make our culture special:   

• Second Fridays (a company-wide day off on the second Friday of every month). 
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US). 
• Generous paid parental leave (US). 
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. 
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. 
• The Keyfactor Alliance Program to support DEIB efforts. 
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. 
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off. 
• Unlimited time off (US) and competitive time off globally. 
• Monthly Talent development and Cross Functional meetings to support professional development. 
• Regular All Hands meetings – followed by group gatherings. 

Our Core Values 

^{Our core values are extremely important to how we run our business and what we look for in every team member:  }

Trust is paramount.   

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.   

Customers are core.   

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.   

Innovation never stops, it only accelerates.   

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.   

We deliver with agility.    

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.   

United by respect.    

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.   

Teams make “it” happen.   

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.   

 

Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.  

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. 

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