Account Support Analyst

Location: A Coruña, Spain

Key Responsibilities

• Manage and track service tickets throughout their lifecycle, ensuring timely resolution and customer satisfaction.
• Coordinate resources, suppliers, and internal teams to support service delivery and project execution.
• Monitor ticket progress, escalate issues when necessary, and ensure compliance with agreed Service Level Agreements (SLAs).
• Perform manual ITS ticket closures and manage exception handling processes.
• Support billing activities and maintain accurate customer and operational databases.
• Identify recurring issues, propose service improvements, and contribute to operational excellence initiatives.
• Plan, organize, and coordinate project-related activities and field interventions.
• Prepare, validate, and monitor interventions to ensure successful execution.
• Maintain, update, and distribute operational and customer-facing documentation.
• Act as a key point of contact for customers, providing regular updates on progress, performance, and improvement initiatives.
• Collaborate cross-functionally to ensure efficient service delivery and achievement of business objectives.

Required Qualifications & Experience

• Previous experience in account support, service delivery, project coordination, customer operations, or a related role.
• Strong organizational and multitasking skills with the ability to manage multiple priorities simultaneously.
• Experience working with ticketing systems and service management processes.
• Good understanding of SLA management and customer support operations.
• Proficiency in English, both written and spoken.

Key Competencies

• Excellent organizational and planning skills.
• Strong prioritization and escalation management capabilities.
• Outstanding customer communication and stakeholder management skills.
• Ability to perform effectively in a fast-paced, high-pressure environment.
• Results-oriented mindset with a strong focus on service excellence.
• Strategic thinking and problem-solving abilities.
• Proactive approach to identifying opportunities for process and service improvements.