Support Agent with English

As a Support Agent at Inetum in Alicante, your main responsibilities include providing assistance to users by troubleshooting their issues, managing incidents and support tickets, and maintaining regular communication with stakeholders. You will gather relevant information to replicate issues in a testing environment, guiding users through their concerns while ensuring timely follow-up on support queries.

To qualify for the Support Agent position at Inetum, candidates should be proficient in English and possess strong communication and analytical skills. Experience in Agile methodology is advantageous, and familiarity with ticketing tools like Service Now is preferred. Any additional expertise with tools like PowerBi or Jira would also be welcomed.

Inetum offers extensive training and development opportunities for Support Agents, including ongoing professional development programs, access to industry conferences, and a structured career plan to help you grow within the company. We believe in investing in our team members to enhance their skills and advance their careers.

Yes! The Support Agent position at Inetum allows for real teleworking, providing team members with the flexibility to manage their work-life balance while also engaging fully with their projects and colleagues from a remote location.

Support Agents at Inetum can look forward to a permanent contract, competitive salary, flexible remuneration options, and various group benefits. Additionally, we foster a stable and positive work environment that prioritizes teamwork and personal development.

When answering this question, focus on providing a structured overview of the issue, your analysis of the situation, and the steps you took to resolve it. Highlight your communication skills and your ability to guide the user through the troubleshooting process, showcasing the importance of empathy and patience.

In your response, discuss your approach to prioritizing tasks based on urgency and impact on users. Emphasize your organizational skills and experience with incident management tools, such as Service Now, to ensure timely resolution while maintaining regular communication with users.

Share your understanding of Agile principles and how they facilitate continuous improvement and flexibility in project management. Discuss how using Agile can lead to better collaboration among teams and ultimately result in more efficient problem-solving processes for users.

Highlight the significance of active listening and calm communication in de-escalating the situation. Explain your strategy for empathetically understanding their concerns, reassuring them that you are a reliable resource, and clearly outlining the steps you will take to find a resolution.

Mention how you would proactively seek out training materials, documentation, and mentorship from experienced team members. Discuss the value of hands-on experience and creating a knowledge base that includes common issues and resolutions for easier reference.

Choose a specific incident you managed, outlining the complexity of the situation and how you approached it. Describe the steps you took to analyze the issue, engage with necessary teams, communicate clearly with users, and the successful outcome of the incident.

Explain your approach to tailored communication based on the audience's technical understanding. Highlight the importance of clarity in your messages, regular updates through various channels, and using collaboration tools to keep stakeholders informed throughout the support process.

Discuss any hands-on experience you have with Service Now or similar tools. Provide examples of how you’ve used these platforms to manage support tickets efficiently, track resolution progress, and communicate updates to users.

Talk about the importance of seeking help and leveraging team resources when you encounter a roadblock. Emphasize your determination to find a resolution, while keeping the user informed and reassured that their issue is being prioritized.

Share your experience with relevant tools (like PowerBi, Jira, or ticketing systems). Discuss how these technologies contributed to your efficiency in resolving issues, improving communication, or managing workloads. Focus on practical outcomes you've achieved using these tools.