About Loyal Guru

Loyal Guru is a Barcelona-based company founded in 2016 with the mission of improving the way supermarkets and retailers interact with their customers by combining consumer data, analytics, and personalized omnichannel offers.

Our cloud-based platform allows food retailers to collect data from consumer purchases in real-time, in order to create micro-segments based on purchase behavior and launch hundreds of 1:1 personalized offers, improving consumer-retailer relationships across every channel with an ultimate impact on sales.

Job purpose and challenge:

As an L2 Customer Support, you’ll be collaborating with our Customer Success team on its mission of creating the best customer and product experience. You’ll be joining a team of other Customer Supports to identify, analyze and fix technical challenges and to contribute to the product’s development and customer satisfaction.

Day to day @ Loyal Guru:

- Manage and fix all the incoming tickets and bugs that the Level 1 Customer Support triages.

 - Support customers and platform users resolving queries and incidents.

 - Understand bug prioritization and own your own back ticket backlog.

 - Analyze the root cause and report the issue with clear, detailed and useful documentation on Jira and Confluence.

 - Collaborate with 3rd level support in case of complex incidents.

 - Act as a bridge between Engineering and Level 1 supports to ensure that bugs are reported and fixed on time and manner.

 - Identify common issues and feedback to our Engineering and Product team.

 - Ensure that the KPIs defined by the support TL will be accomplished and propose new tools or product improvements.

 Requirements:

- +1 or 2 years experience in L2 Customer Support or similar.

 - Previous experience in L2 IT / client support positions or similar.

 - Previous experience with JIRA or similar ticketing system.

 - Good command of SQL.

 - Problem-solving mindset combined with a great balance of pragmatism.

 - Great communication and interpersonal skills.

 - You understand development and product definition processes.

 - If you know or have knowledge about APIs that’s great!

 - You are fluent in Spanish and English.

- You are living in Europe 

Who you are: we are amazed and proud of having such a great team! ⭐️⭐️

On top of such great talent, we are humble, engaging, and easy-going people with a can-do and collaborative mindset. If this is also you, we would love you to join us!

What's in it for you?: Our people are our greatest asset! We are committed to creating a unique workplace to explore everyone's potential where collaboration and teamwork make the difference in our cross-functional teams 💪🏻💪🏻

Our benefits:

- 🏥 50% discount on private health care with Cigna.

 - Flexible schedule.

 - Fridays are short days.

 - Birthdays day-off.

 - Training budget 📚 📖 and free access to O'Reilly 📚 --> Explore your capabilities and keep on learning.

 - We are remote-friendly! 🌍 No matter your location what's important is your contribution.

 - 🏖 25 days of paid vacation 🏖

 - English lessons 🇬🇧🇬🇧 

 - Gym discounts 🏋️‍♀️🤸

 - Flex compensation with Cobee 💸💸

 - Team building activities 🎳🍻🍕