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

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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

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- 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

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- 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

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- 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

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- Identify recurring issues or process gaps and propose preventive or optimization actions
- Contribute to internal documentation, FAQs, and wor

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