Work Hours: Full-time (Thursday - Monday, with weekend availability)Job DescriptionThe Technical Support Agent is responsible for providing high-quality technical assistance and support to clients via multiple communication channels, such as phone, email, and chat.
The ideal candidate will have a strong technical aptitude, excellent communication skills, and the ability to troubleshoot and resolve a wide range of technical issues in a fast-paced environment.
You will work closely with team members to resolve complex issues, manage ticketing systems, and ensure client satisfaction by addressing their technical concerns efficiently and effectively.
Key Responsibilities: Handle client requests and issues through various communication channels (email, chat) with professionalism and efficiency.Communicate clearly to resolve issues promptly and follow up to ensure resolution.Diagnose and resolve technical issues, guiding clients through troubleshooting steps.Identify and escalate recurring issues.Document and track issues using ticketing systems, managing multiple tickets simultaneously.Collaborate with team members to resolve complex issues and participate in team meetings.Provide feedback on recurring issues and potential improvements.Use, update, and create documentation and guides for knowledge bases.Share knowledge and best practices with the team.Stay updated with industry trends and tools, participate in training sessions, and learn new tools and processes.QualificationsQualifications: Minimum of 2 years of experience in a customer support role, ideally within a tech or SaaS environment.Basic understanding of software and technical concepts (engineering degree not required).Proven expertise in researching, troubleshooting, and resolving issues effectively.Experience working with ticketing systems such as Jira or similar platforms.Fluency in Spanish and English (written and spoken) is required; proficiency in additional languages is a plus.Excellent verbal and written communication skills, with the ability to simplify and explain complex technical concepts to diverse audiences.Ability to perform well under pressure and manage multiple issues simultaneously.A customer-centric mindset, with a passion for assisting clients and improving their experience with the company's products and services.Collaborative team player, with a proactive and problem-solving approach.Preferred Qualifications (Plus): Familiarity with REST APIs and experience troubleshooting API calls.Hands-on experience with log analysis tools, such as Kibana.Additional InformationShift Requirement: Ability to work weekends (Saturday and Sunday), with a regular schedule of Thursday to Monday.Training & Development: Opportunities for continuous learning through industry trend updates and internal training sessions.What We Offer A competitive salary package based on your experience.An impressive benefits package, focused on our culture of integral health that includes medical insurance, gym with personal trainer, sauna and hyperbaric chamber, and fresh fruit every day.Tax-advantageous wage benefit: Meal card, transport package and other measures such as childcare allowance.Discount on Veg it (vegan meals) to order your lunch at the office.Flexible start and finish times.Reduced working hours in August.23 holidays plus 3 extra days at disposal.Hybrid Work Model.English classes.Parking benefit for those who live outside of Barcelona.We want to make a difference, and as soon as the trial period is over, you receive an impressive gift as proof of the success of joining the project.Join a young, motivated, and powerful team with a great team culture.
We maintain the team spirit with team building events, parties, and workshops where you can enjoy our achievements.
Join our paddle tennis games near the office.
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