Technical Support Agent

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

• 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

Requirements

• Minimum of 2 years of experience in a customer support role, ideally within a technology or SaaS environment
• Basic understanding of software and technical concepts; an engineering degree is not required
• Proven ability to research, troubleshoot, and resolve technical issues effectively
• Experience with ticketing systems such as Freshdesk or similar platforms
• Fluency in Spanish and English, written and spoken, required
• Excellent verbal and written communication skills, including simplifying complex technical concepts
• Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously
• Strong analytical skills for identifying patterns, investigating root causes, and translating findings into actionable improvements
• Customer-centric mindset
• Collaborative, proactive, accountable, and problem-solving approach
• Ability to communicate client feedback clearly to technical and non-technical stakeholders
• Familiarity with REST APIs and troubleshooting API calls is a plus
• Hands‑on experience with log analysis tools such as Kibana is a plus
• Experience analyzing support trends, reports, and performance metrics is a plus
• Previous collaboration with Engineering, Product, or Customer Experience teams is a plus
• Flexibility to work weekends and bank holidays when required, alongside a regular Monday-to-Friday schedule

Core Competencies

Demonstrates strong technical support capabilities with a focus on troubleshooting, client communication, and collaboration with cross-functional teams. Proficient in managing client requests, analyzing support trends, and contributing to operational improvements in a technology or SaaS environment.

Highest-signal resume keywords

• Customer Support Experience
• Troubleshooting Technical Issues
• Ticketing Systems Experience
• Fluency in Spanish and English
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Technical Assistance
• Issue Diagnosis
• Support Metrics Analysis
• Log Analysis
• REST API Familiarity
• Documentation Creation
• Knowledge Base Development
• Operational Improvement
• Client Request Management

Soft Skills

• Excellent Communication Skills
• Customer-Centric Mindset
• Collaborative Approach
• Proactive Problem Solving
• Ability to Work Under Pressure

Industry Keywords

• SaaS Environment
• Technical Concepts
• Support Performance
• CSAT Metrics
• FRT Metrics

Tools & Technologies

• Freshdesk
• Kibana
• Ticketing Systems
• AI-Augmented Support Tools