Tech Support Specialist

Leadtech Group; España; Presencial; EUR 30.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Collaborative work environment

Continuous learning opportunities

Hands-on experience with cutting-edge technologies

Descripción de la vacante

A dynamic tech company in Spain is seeking a customer-centric professional with technical acumen to join their Customer Support team. The ideal candidate should have at least one year of experience in digital customer service, strong problem-solving skills, and excellent communication abilities in English. Responsibilities include managing customer inquiries, performing technical assessments, and collaborating with cross-functional teams to enhance merchant satisfaction. Join a collaborative environment fostering continuous learning and operational excellence.

Formación

• At least 1 year of experience in Customer Service or Technical Support.
• Proven experience with ticketing systems like Zendesk and Freshdesk.
• Strong proficiency in JavaScript; Python knowledge is a plus.

Responsabilidades

• Handle customer inquiries via ticketing systems with professionalism.
• Perform initial technical assessments of issues by reviewing logs.
• Collaborate with development teams to elevate complex issues.

Conocimientos

Analytical thinking

Problem-solving

Technical support knowledge

Customer service skills

English communication

Educación

Experience in Customer Service or Technical Support

Herramientas

Zendesk

Jira

Looker

Descripción del empleo

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments.

The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.

Main Responsibilities

Customer Support & Case Management

• Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy
• Classify and prioritize issues based on urgency, business impact, and technical complexity
• Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)
• Document case details thoroughly, maintaining traceability and clarity for escalations or audits

Technical Analysis & Troubleshooting

• Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data
• Analyze logs and other system outputs to detect causes, errors, or inconsistencies
• Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms
• Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting
• Collaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently

Escalation & Collaboration

• Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context
• Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements

Process & Knowledge Improvement

• Identify recurring issues or process gaps and propose preventive or optimization actions
• Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing
• Support the onboarding and training of new CS members in technical aspects of tools and platforms
• Collaborate with cross‑functional teams on initiatives that enhance the merchant experience and streamline operations

Requirements

Education & Experience

• At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments
• Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms)
• Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required)

Technical Knowledge

• Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus
• Experience in user access management, system permissions, and basic platform configuration
• Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus
• Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging
• Familiarity with n8n is a plus
• Strong proficiency in JavaScript (basic development level required); Python is a plus
• Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA
• Experience with Cursor IDE AI is a plus

Skills

• Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting
• Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory
• Proven ability to work autonomously while maintaining close collaboration with cross-functional teams
• Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success
• Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast‑paced environment

Benefits

WHY JOIN US

• Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success
• Work in a collaborative, innovative environment that values continuous learning and shared knowledge
• Gain hands‑on experience with cutting‑edge systems, integrations, and automation tools that drive operational excellence