Customer Service Analyst

TL;DR

Customer Service Analyst (Support): Providing 1st line application software support for clients in Spain with an accent on incident management, SLA compliance, and technical troubleshooting. Focus on resolving client requests, logging incidents in support systems, and collaborating with regional teams to ensure high service standards.

Location: Hybrid role based in Granada, Spain

Company

hirify.global is a global data and technology company providing services for risk, fraud, and identity management.

What you will do

• Serve as the first point of contact for internal and external users regarding software and platform issues.
• Manage the full incident lifecycle, including logging, prioritization, escalation, and communication.
• Ensure service delivery meets agreed-upon SLAs and performance standards.
• Generate monthly reports on service usage for customers.
• Collaborate with local and regional support teams to share best practices and resolve complex issues.
• Support the Service Manager in implementing and managing internal and external SLAs.

Requirements

• Advanced English (C1 or above) required.
• Must be based in or able to work from Granada, Spain.
• Technical education (Higher Vocational Diploma, preferably in IT Systems Administration) or equivalent experience.
• Strong analytical and problem-solving skills.
• Experience in support, operations, or customer service environments.
• Ability to manage multiple tasks autonomously and efficiently.

Culture & Benefits

• High degree of autonomy in a dynamic, international organization.
• Flexible working hours and remote work options.
• Competitive compensation package and attractive employee benefits.
• Collaborative team environment focused on innovation.
• Commitment to equal opportunity and diversity.