Dedicated Technical Account Specialist – Spanish Market

WIFIRST; Madrid; On-site; EUR 40,000 - 60,000; Full time

Job summary

Wifirst is looking for its next Dedicated Technical Account Specialist – Spanish Market in Madrid. You will own the relationship with key accounts and lead technical support to ensure top-tier service.

The role requires native Spanish and fluent English, with French/Italian a plus, and experience in B2B telecommunications or account management. Join a dynamic team shaping customer success for strategic clients.

Qualifications

• Experience in B2B telecommunications, technical support or account management.
• Native Spanish and fluent English; French/Italian a plus.
• Strong customer service orientation and problem-solving.
• Ability to coordinate across internal teams and client stakeholders.

Responsibilities

• Serve as the single point of contact for VIP Spain-based clients and ensure availability 8:00–20:00.
• Lead end-to-end operations and escalations, coordinating internal teams and updating clients.
• Deploy proactive monitoring of KPIs and intervene before issues impact services.
• Collaborate within a team of specialists; ensure smooth handovers and zero wait times.
• Build trusted client relationships and contribute to contractual steering with Account Managers.
• Drive continuous improvement and process evolution based on on-the-ground insights.

Skills

Relationship management

Technical support

Account management

Customer service

KPI monitoring

Job description

Wifirst is looking for its next Dedicated Technical Account Specialist – Spanish Market! Are you passionate about driving the customer experience for our key accounts?

Wifirst, a telecom operator that simplifies connectivity for professionals, is seeking a Dedicated Technical Account Specialist, primarily responsible for leading the relationship and technical support for our key account clients in Spain.

If you are enthusiastic about customer care, possess a strong sense of service, and have an affinity for the telecommunications industry, this role is for you!

Your Responsibilities:

• Ensuring availability and acting as a Single Point of Contact (SPOC): You will be the designated and preferred technical point of contact for VIP stakeholders of our Spain-based clients. You will ensure a guaranteed presence and direct accessibility from 8:00 AM to 8:00 PM, Monday to Friday, bypassing and optimizing the traditional Tier 1 support channel.

• Managing End-to-End operations and escalations: You will own and lead the personalized, rigorous, and continuous follow-up of every major event (maintenance, incidents, deployments). In times of crisis, you will take immediate command, coordinating internal technical teams and providing real-time updates to the client with full visibility until complete resolution and post-incident analysis.

• Deploying a proactive and preventive approach: You won’t just fix issues; you will anticipate them. You will closely monitor performance indicators (KPIs), detect alerts, and intervene preventively at any sign of deviation to avert business impacts or service disruptions.

• Ensuring service continuity within the team: Embedded within a dedicated team of 3 French-speaking experts, you will share technical knowledge of client files to fully master account histories, ensuring smooth handovers and zero wait times.

• Building a trusted client relationship: You will cultivate strong relationships with strategic clients for whom connectivity is the lifeblood of their business. You will understand their challenges, know their infrastructure, and act as their dedicated internal expert within Wifirst. You will prepare technical tracking components for contractual steering committees led by Account Managers or designated sales representatives.

• Driving continuous improvement and solutions: You will contribute to flow optimization and process evolution by bringing your on-the-ground vision and operational expertise to the table.

Experience : Ideally, you bring a successful initial experience in the B2B telecommunications sector, technical support, or operational account management.

Languages : Native Spanish and fluent English (essential). You possess absolute fluency, both written and spoken, to interact daily with the Spanish market. Proficiency in English is required for coordination with our internal teams. French and Italian are a plus.

Customer Orientation and Rigor : Customer satisfaction and operational excellence are your top priorities. You are an active listener, highly reactive, solution-oriented, and recognized for your sharp sense of service.

Analytical Skills and Team Spirit : You possess strong analytical capabilities that allow you to monitor performance indicators and quickly diagnose deviations. You enjoy working in a collaborative team structure and value transparent knowledge sharing.

Why join Wifirst?

A dynamic sector: You will grow at the heart of a rapidly expanding market, driven by innovation and new technologies.

Exciting challenges: You will work on diverse and stimulating projects with prestigious international clients.

A strong company culture: You will join a close-knit team where team spirit and a collaborative, friendly atmosphere are key.

Growth prospects: We support your professional development and offer genuine career opportunities.