About the role The Technical Support Agent will serve
as a critical touchpoint for our clients, addressing technical
issues, troubleshooting problems, and ensuring a seamless user
experience. This role demands a tech-savvy, customer-focused
professional who can efficiently communicate across multiple
channels, support clients in a multilingual setting, and is
motivated to help drive our growth and leadership in the tech
support space. Key Responsibilities Customer Support Address client
inquiries and technical issues via phone, email, and chat, skype
ensuring quick and professional responses. Guide customers through
troubleshooting steps to resolve technical problems. Follow up with
clients to confirm issue resolution and gather feedback on the
support experience. Technical Troubleshooting Diagnose and resolve
software, system, or network-related issues. Escalate recurring or
complex issues to higher-level support or relevant teams. Perform
detailed logging of incidents and resolutions in ticketing systems,
managing multiple cases simultaneously. Collaboration and Knowledge




Sharing Partner with team members to address complex issues and
share insights during team meetings. Create, update, and maintain
knowledge base articles, FAQs, and technical guides to support both
clients and the internal team. Stay informed about the latest
industry trends, tools, and technologies to ensure top-tier support
delivery. Process Improvement Provide feedback on recurring issues
to help identify areas for product and process improvement. Suggest
and implement ideas to enhance the customer support experience.
Required Qualifications Experience: Minimum of 2 years in a tech
support role, ideally within a tech or SaaS environment. Technical
Knowledge: Familiarity with REST APIs and troubleshooting API
calls. Experience with log review and metrics analysis using tools
like Kibana. Basic software and technical concepts (engineering
degree not required). Languages: Fluency in English and S

📌 Technical Support Agent (Cataluña)
🏢 Alea
📍 Cataluña