At PROCESIA, we take very seriously how people feel when they call a customer service line—especially decision-makers who have very little time. That’s why we’re looking for someone who can combine a personal, calm, and technically solid approach in a demanding and highly visible environment. This position is designed for individuals who enjoy supporting executive-level profiles, who understand their sense of urgency, and who know how to deliver clear, direct answers—without losing empathy. **What do we need?** * University degree equivalent to a bachelor’s, diploma, or technical engineering degree; **officially recognized in Spain** in the case of degrees obtained abroad. * Official ITIL Foundations v3 (or higher) certification. Experience * In user support services for executive-level profiles, both in the technical and functional domains of IT applications. * In the use and functional advisory of complex corporate applications in the public sector—for at least two members of the team. **What will your day-to-day look like?** You’ll be the person they turn to when something cannot wait—or when they need to quickly understand what’s happening: * Delivering personalized, prioritized, and high-quality support, ensuring a consistent and proactive experience across all contact channels. * Managing incidents, queries, complaints, and requests from the VIP group end-to-end: initial diagnosis, coordination of escalations, and verification of resolution within agreed Service Level Agreements (SLAs). * Keeping VIP users informed about the status of their tickets and, whenever possible, proposing temporary workarounds to minimize impact on their daily activities. * Providing functional guidance (for at least two resources) on application usage—resolving operational questions and helping users fully leverage application features. * Recording, categorizing, and thoroughly documenting all interactions, enriching the knowledge base and reporting recurring issues or improvement needs to the Service Management Office and functional leads. This is a role for an empathetic, discreet, and highly organized individual who understands that *how* support is delivered is just as important as *what* gets resolved. And **what do we offer you?** A stable, highly visible project focused on supporting key profiles within a large end-user support service. * Permanent contract, full-time schedule, and a **rotating shift model from ***7:00 to 20:00 hours***, allowing you to take advantage of less conventional time slots to balance personal responsibilities and free time. * Shift planning with advance notice, so you can organize your life outside work with peace of mind. * English classes, support for certifications (e.g., ITIL), and a career development plan that nurtures both your technical growth and your customer-facing skills. * Private health insurance with no co-payments, competitive salary with annual review, and Christmas Eve and New Year’s Eve off—so you can spend them with whomever you choose.