{"id":2209022,"url":"https://alion.io/job/derbysoft-customer-support-analyst-temporary-contract","title":"Customer Support Analyst - Temporary Contract","company":{"id":2153293,"name":"Derbysoft","domain":"derbysoft.com","url":"https://alion.io/company/derbysoft","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":803},"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-09T09:55:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-11T22:13:12Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"ABOUT DERBYSOFT:\nConnecting different businesses together is what DerbySoft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers.\nDerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally.\nWe’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.\nWhat will you do?\nThe Customer Support Analyst is responsible for processing customer support tickets in accordance with SLA standards to ensure timely monitoring, response, and resolution of customer issues. This role provides 24/7 customer support, ensuring that the service is available to customers at any time. The position requires the collection and analysis of customer feedback, conducting proactive research through data analysis to continuously optimize service quality, and closely collaborating with team members to enhance customer satisfaction. As a position that directly reports to the Customer Success Manager within the Hospitality business customer support team, this role necessitates independent judgment to analyse and resolve customer issues with the core objective of maintaining customer relationships and ensuring effective fulfilment of customer needs. A qualified candidate must also be proficient in using relevant customer support tools, conduct preliminary checks and troubleshooting for customer issues, maintain accurate records, and support other daily operational tasks within the team.\nTicket Processing: Monitor and process customer support tickets in a timely manner according to SLA\n\nstandards, ensuring that customer issues receive prompt responses and resolutions.\n24/7 Customer Support: Provide round-the-clock customer support services, responding quickly to customer\n\nrequests, investigating issues, and identifying appropriate internal and external contacts to take necessary\nactions, ensuring that customers receive the help they need at any time so as to enhance customer satisfaction.\nCustomer Feedback Collection and Analysis: Proactively gather customer feedback and identify issues and\n\ntrends through data analysis to provide a basis for service optimization.\nProactive Research: Utilize data analysis for proactive research, conducting basic issue investigations (incl: ARI\n\ninquiries/order queries), identifying potential problems, and proposing improvement suggestions to\ncontinuously enhance service quality.\nPriority Management: Determine the priority of requests based on defined criteria while handling multiple\n\ncustomer inquiries to maintain good customer relationships.\nCustomer and Daily Operations: Support daily data loading and pushing, manage, maintain, and update\n\noperational processes; proficiently use relevant customer support tools to conduct preliminary checks and\ntroubleshooting for customer issues to ensure accurate and complete record.\nParticipate in training as assigned by the company.\n\nWhat do we need?\nAssociate degree or above in Tourism, Hotel Management, Information Technology, or related fields.\n\n1+ year of experience in customer support or a related field, familiar with customer service processes and\n\nticket management systems, capable of independently completing assigned tasks.\nProficient in using common customer support tools and software (e.g.: ticket management systems, CRM\n\nsystems, etc.), with basic computer skills (e.g., using Excel for data processing and reporting) and logical\nanalytical abilities to perform preliminary technical troubleshooting.\nBasic written and verbal communication skills in English, with the experience to handle inquiries and issues from English-speaking customers.\n\nStrong customer service awareness and frontline experience, able to listen to and understand customer\n\nneeds/issues and provide corresponding immediate support. Experience in managing multiple different types of tasks and customer issues simultaneously.\nGood teamwork skills and communication experience, able to effectively communicate with team members to collaboratively achieve work objectives.\n\nStrong learning ability, capable of quickly adapting to new tools and processes, continuously improving\n\npersonal professional skills.\nFamiliarity with Jira, ServiceNow, CSP, and BeaconFire is preferred.\n\nWhy work with Derbysoft?\nWe offer competitive salary based on experience\n\nPeer recognition programs\n\nBenefits\n\nFree coffee! (To recharge your batteries)\n\nWorking from home\n\nCasual work environment where teamwork is key\n\nNice and comfy office at the city center (Diagonal)!\n\nWork with passionate experts who will share their knowledge and help you develop and grow!\n\nPlease send CV’s in ENGLISH!\nPlease Note:\n*No agency or contractor resumes accepted\n*No Visa Sponsorships for this position\n*No relocation assistance\n*This is a short term contract position (until March 2027)","description_format":"text","description_chars":5318,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Relocation assistance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Travel & Tourism","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-10-10T01:18:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/derbysoft-customer-support-analyst-temporary-contract","json_url":"https://alion.io/job/derbysoft-customer-support-analyst-temporary-contract.json","meta":{"generated_at":"2026-10-12T01:15:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1385,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2153293},"rest":"https://alion.io/mcp/rest/get_company?id=2153293"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fderbysoft-customer-support-analyst-temporary-contract"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fderbysoft-customer-support-analyst-temporary-contract"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fderbysoft-customer-support-analyst-temporary-contract"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/derbysoft-customer-support-analyst-temporary-contract\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fderbysoft-customer-support-analyst-temporary-contract"}]}