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

¿Tiene las habilidades necesarias para este puesto? Lea todos los detalles a continuación y presente su candidatura hoy mismo.

The adecuado 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, xcskxlj 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

#J-18808-Ljbffr

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