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

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 platfor

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