- Provide technical assistance to clients through email and chat
- Handle and follow up on client requests and technical issues
- Diagnose and resolve issues by guiding clients through troubleshooting steps
- Investigate recurring issues, identify trends and root causes, and elevate when necessary
- Document and track issues in the ticketing system while managing multiple priorities
- Collaborate with Engineering, Product, and Technical Account Management on complex issues
- Contribute to support-performance and operational-improvement discussions
- Create and maintain internal and external documentation and knowledge-base guides
- Share troubleshooting techniques and best practices
- Support development of an AI-augmented support strategy
- Monitor CSAT and FRT metrics and contribute to improvement initiatives
- Stay current with industry trends, tools, and training

Requirements

- Minimum of 2 years of experience in a customer support role, ideally within a technology or SaaS environment
- Basic understanding of software and technical concepts; an engineering degree is not required
- Proven ability to research, troubleshoot, and resolve technical issues effectively
- Experience with ticketing systems such as Freshdesk or similar platforms
- Fluency in Spanish and English, written and spoken, required
- Excellent verbal and written communication skills, including simplifying complex technical concepts
- Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously
- Strong analytical skills for identifying patterns, investigating root causes, and translating findings into actionable improvements
- Customer-centric mindset
- Collaborative, proactive, accountable,



and problem-solving approach
- Ability to communicate client feedback clearly to technical and non-technical stakeholders
- Familiarity with REST APIs and troubleshooting API calls is a plus
- Hands‑on experience with log analysis tools such as Kibana is a plus
- Experience analyzing support trends, reports, and performance metrics is a plus
- Previous collaboration with Engineering, Product, or Customer Experience teams is a plus
- Flexibility to work weekends and bank holidays when required, alongside a regular Monday-to-Friday schedule

Core Competencies

Demonstrates strong technical support capabilities with a focus on troubleshooting, client communication, and collaboration with cross-functional teams. Proficient in managing client requests, analyzing support trends, and contributing to operational improvements in a technology or SaaS environment.

Highest-signal resume keywords

- Customer Support Experience
- Troubleshooting Technical Issues
- Ticketing Systems Experience
- Fluency in Spanish and English
- Analytical Skills

ATS Optimization Keywords

Hard Skills

- Troubleshooting
- Technical Assistance
- Issue Diagnosis
- Support Metrics Analysis
- Log Analysis
- REST API Familiarity
- Documentation Creation
- Knowledge Base Development
- Operational Improvement
- Client Request Management

Soft Skills

- Excellent Communication Skills
- Customer-Centric Mindset
- Collaborative Approach
- Proactive Problem Solving
- Ability to Work Under Pressure

Industry Keywords

- SaaS Environment
- Technical Concepts
- Support Performance
- CSAT Metrics
- FRT Metrics

Tools & Technologies

- Freshdesk
- Kibana
- Ticketing Systems
- AI-Augmented Support Tools

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📌 Technical Support Agent (Barcelona)
🏢 Jobtailor
📍 Barcelona