Experteer Overview In this role you support and troubleshoot customer issues across multiple products, using UI configurations and data-driven techniques to maintain optimal software use. You will work with global customers, collaborate with cross‑functional teams, and provide timely guidance during peak periods. Your work helps customers use our software effectively while contributing to continuous improvements and knowledge sharing within the team.

This role offers impact across service delivery, product configuration, and customer success.

Responsibilities

Monitor Freshdesk tickets and respond within SLA

Investigate and troubleshoot system and configuration issues raised by customers

Provide assistance to existing customers during peak periods

Support multiple products and technologies as needed

Advise and assist customers in maintaining their use and configuration of software solutions

Configure systems per defined requirements using the software UI

Build and maintain custom forms,



update integrations and data aggregation (SQL/XML)

Interface with integral customers; may be assigned as dedicated account representative

Collaborate with team members on complex issues; coach new team members; participate in brainstorming

Attend customer meetings and calls; provide quick training on existing functionality

Escalate to T3 when needed; perform additional duties as required

Qualifications

Minimum three years in software troubleshooting or technical support

Experience interfacing with external/global customers

Ability to analyze situations independently and apply knowledge to resolve issues

Ability to learn new technologies in a high‑pressure environment

Strong written and verbal English communication; additional languages beneficial

Ability to build and maintain customer relationships

Willingness to participate in change initiatives and continuous improvement

📌 Technical Support Specialist (Madrid)
🏢 Ul
📍 Madrid