ppWe are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. /p pThe adecuado candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction. /p h3Main Responsibilities /h3 h3Customer Support Case Management /h3 ul liHandle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy /li liClassify and prioritize issues based on urgency, business impact, and technical complexity /li liEnsure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency) /li liDocument case details thoroughly, maintaining traceability and clarity for escalations or audits /li /ul h3Technical Analysis Troubleshooting /h3 ul liPerform initial technical assessments of issues by reviewing logs, configurations, and merchant data /li liAnalyze logs and other system outputs to detect causes, errors, or inconsistencies /li liExecute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms /li liProvide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting /li liCollaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently /li /ul h3Escalation Collaboration /h3 ul liEscalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context /li liParticipate in regular syncs with Product, QA,



and Data teams to identify recurring problems and process improvements /li /ul h3Process Knowledge Improvement /h3 ul liIdentify recurring issues or process gaps and propose preventive or optimization actions /li liContribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing /li liSupport the onboarding and training of new CS members in technical aspects of tools and platforms /li liCollaborate with cross‑functional teams on initiatives that enhance the merchant experience and streamline operations /li /ul h3Requirements /h3 h3Education Experience /h3 ul liAt least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments /li liProven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms) /li liNice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required) /li /ul h3Technical Knowledge /h3 ul liDeep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus /li liExperience in user access management, system permissions, and basic platform configuration /li liFamiliarity with CRM systems, automation tools,



and data visualization platforms (e.g., Looker, Power BI) is a plus /li liRobust understanding of data engineering concepts, including databases, data pipelines, and data debugging /li liFamiliarity with n8n is a plus /li liStrong proficiency in JavaScript (basic development level required); Python is a plus /li liStrong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA /li liExperience with Cursor IDE AI is a plus /li /ul h3Skills /h3 ul liStrong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting /li liExcellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory /li liProven ability to work autonomously while maintaining close collaboration with cross-functional teams /li liHighly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success /li liOrganized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast‑paced environment /li /ul h3Benefits /h3 h3WHY JOIN US /h3 ul liBe part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success /li liWork in a collaborative, innovative environment that values continuous learning and shared knowledge /li liGain hands‑on experience with cutting‑edge systems, integrations, and automation tools that drive operational excellence /li /ul /p #J-18808-Ljbffr

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