Bilingual Technical Support Specialist

Alea; Vilanova y Geltrú; On-site; EUR 25,000 - 33,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Gym with personal trainer

Sauna and hyperbaric chamber

Job summary

Alea is seeking a Technical Support Agent for a full-time, on-site role in Cataluña. You will handle client inquiries via email and chat, diagnose technical issues, and guide customers through troubleshooting steps.

You will track incidents, analyze trends, and collaborate with Engineering, Product, and Account teams to improve support quality. The role emphasizes ownership of complex issues, knowledge base creation, and contributing to an AI-augmented support strategy, with a strong focus on

Qualifications

• Minimum of 2 years in a customer support role.
• Strong written and verbal communication in English and Spanish.
• Ability to troubleshoot and resolve technical issues.
• Experience with ticketing systems (e.g., Freshdesk).
• Familiarity with APIs and logs is a plus.

Responsibilities

• Handle client requests and technical issues via email and chat.
• Diagnose and resolve technical issues with guided troubleshooting steps.
• Investigate recurring issues to identify trends and root causes.
• Document and track issues in the ticketing system while managing multiple tickets.

Skills

Customer support

Bilingual English/Spanish

Communication

Troubleshooting

Tools

Freshdesk

Kibana

REST APIs

Job description

Alea is seeking a Technical Support Agent for a full-time, on-site role in Cataluña. You will handle client inquiries via email and chat, diagnose technical issues, and guide customers through troubleshooting steps.

You will track incidents, analyze trends, and collaborate with Engineering, Product, and Account teams to improve support quality. The role emphasizes ownership of complex issues, knowledge base creation, and contributing to an AI-augmented support strategy, with a strong focus on