Service Support Agent (L2)

Alpega Group is looking for our next Service Support Agent (L2) Are you interested in technical problem solving and eager to deep dive into the issues of our customers? This position will be located in Sant Cugat, Spain. 

WHO ARE WE

The Alpega Group is a fast-growing, leading software company that offers modular solutions to manage transportation end-to-end and enable our customers to achieve greener transportation processes, with 35+ years in the business. Alpega TMS is a top 5 TMS provider, supporting more than 200.000 users in 80 countries, with their logistics processes.

ABOUT THE ROLE

• Responsible for support tickets (JIRA and salesforce but also via phone, e-mail and chat/screen sharing)
• Provide day-to-day support to end users; address technical questions, troubleshoot issues, and resolve or escalate issues as required.
• Collaborate with the development team to identify product bugs and provide regular feedback to customers.
• Manage carrier onboarding projects through EDI integration
• Assist in building and reviewing knowledge base and writing how-to documents for internal and external distribution.
• Working with a team that is mainly located in Europe (Belgium & Poland) whilst being responsible to resolve issues for our clients across Europe

WHAT WE LOOK FOR IN YOU

• A Bachelor’s degree, preferably related to Customer Care. An equivalent through experience within a similar role will also qualify.
• Strong affinity with technical and/or software applications
• Attention to detail and good problem-solving skills
• Demonstrated technical problem solving & being thorough researcher and has business judgment skills
• Ability to retain knowledge of operating systems, procedures (SLAs), customers and the TMS market
• Ability to manage multiple tasks while maintaining high accuracy standards
• Knowledge of TMS software or a background in the transportation or logistics industry is a plus
• Experience working with SalesForce.com, JIRA or other CRM/Support Ticketing Systems is a plus
• SQL knowledge is a plus
• Strong communication and presentation skills in both English and French. Any other European language (such as German or Dutch) will be a plus

WHAT DO WE OFFER?

• An excellent career opportunity at a leading player in transportation management software
• Nice, supportive and open-minded international colleagues with over 40 nationalities in the Alpega Team.
• Health insurance and home allowance 
• Hybrid working model (1-2 days in the office)
• You will be able to impact the future of sustainability in the transportation industry, both for our clients and as well with our internal initiatives.

Learn more about Life at Alpega: https://www.linkedin.com/company/alpega/life/beinghere

Our commitment to you

The Alpega Group has 500 collaborators with over 40 nationalities, based in our different locations. We are a global team, with different backgrounds, races, faiths and genders. We commit to ensuring that everyone feels included, has opportunities to learn and grow and is happy at work.

If you require any additional support with your application, reach out to the Talent Acquisition specialist for this position, so we can make arrangements for you.

Good luck with your application! We look forward to hearing from you.