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

The idóneo 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

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📌 Tech Support Specialist (España)
🏢 Leadtech Group
📍 España