- 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 trainingRequirements- 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 scheduleCore CompetenciesDemonstrates 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 SkillsATS Optimization KeywordsHard Skills- Troubleshooting- Technical Assistance- Issue Diagnosis- Support Metrics Analysis- Log Analysis- REST API Familiarity- Documentation Creation- Knowledge Base Development- Operational Improvement- Client Request ManagementSoft Skills- Excellent Communication Skills- Customer-Centric Mindset- Collaborative Approach- Proactive Problem Solving- Ability to Work Under PressureIndustry Keywords- SaaS Environment- Technical Concepts- Support Performance- CSAT Metrics- FRT MetricsTools & Technologies- Freshdesk- Kibana- Ticketing Systems- AI-Augmented Support Tools#J-18808-Ljbffr

📌 Technical Support Agent (Barcelona)
🏢 Jobtailor
📍 Barcelona