About the role
The Technical Support Agent is responsible for providing high-quality technical assistance to clients through multiple communication channels, such as email and chat. The adecuado candidate will have strong technical aptitude, excellent communication skills, and the ability to troubleshoot and resolve a wide range of technical issues in a fast-paced environment.
This role goes beyond addressing individual client requests. You will play a key role in improving support processes, product quality, and operational efficiency. You will take ownership of complex technical issues and collaborate closely with teams such as Engineering, Product, and Account manager to ensure they are resolved efficiently and effectively.
By analyzing support trends, client feedback, and recurring issues, you will help identify root causes and turn insights into actionable improvements. Your contribution will help us scale our support operations, enhance the overall client experience, promote self-service, and improve key performance indicators such as Customer Satisfaction (CSAT)



and First Response Time (FRT).

Key Responsibilities
- Handle client requests and technical issues via email and chat with professionalism and efficiency, communicating proactively and following up to ensure satisfactory resolution.
- Diagnose and resolve technical issues by guiding clients through appropriate troubleshooting steps.
- Investigate recurring issues to identify trends and root causes, escalating to the appropriate teams when necessary.
- Document and track issues in the ticketing system while managing multiple tickets and priorities simultaneously.
- Collaborate with Engineering, Product, and Technical Account Management to resolve complex issues, and contribute to team discussions on support performance and operational improvements.
- Create and maintain internal and external documentation and knowledge base guides to enable self-service, and share troubleshooting techniques and best pract

📌 Technical Support Agent (España)
🏢 Alea
📍 España