Bilingual SaaS Technical Support Specialist

Jobtailor; Barcelona; Presencial; EUR 35.000 - 52.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a proactive, technically minded Customer Support Specialist in Barcelona. You will provide email and chat assistance, diagnose issues, and guide customers through troubleshooting steps while collaborating with Engineering, Product, and Technical Account Management teams.

We value 2+ years of SaaS support experience, fluency in Spanish and English, and a customer-centric mindset. The role requires strong communication, the ability to manage multiple priorities, and a

Formación

• Minimum 2 years in a customer support role in a technology or SaaS environment.
• Basic understanding of software concepts; an engineering degree is not required.
• Experience with ticketing systems such as Freshdesk or similar platforms.
• Fluency in Spanish and English, written and spoken, required.

Responsabilidades

• Provide technical assistance to clients through email and chat
• Handle and follow up on client requests and technical issues
• Diagnose and resolve issues by guiding clients through troubleshooting steps
• Investigate recurring issues, identify trends and root causes, and elevate when necessary
• Document and track issues in the ticketing system while managing multiple priorities
• Collaborate with Engineering, Product, and Technical Account Management on complex issues
• Contribute to support-performance and operational-improvement discussions
• Create and maintain internal and external documentation and knowledge-base guides
• Share troubleshooting techniques and best practices
• Support development of an AI-augmented support strategy
• Monitor CSAT and FRT metrics and contribute to improvement initiatives
• Stay current with industry trends, tools, and training

Conocimientos

Customer Support

Troubleshooting

Ticketing Systems

Spanish & English Fluency

Analytical Skills

Herramientas

Freshdesk

Kibana

REST API

Descripción del empleo

Jobtailor is seeking a proactive, technically minded Customer Support Specialist in Barcelona. You will provide email and chat assistance, diagnose issues, and guide customers through troubleshooting steps while collaborating with Engineering, Product, and Technical Account Management teams.

We value 2+ years of SaaS support experience, fluency in Spanish and English, and a customer-centric mindset. The role requires strong communication, the ability to manage multiple priorities, and a