- 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

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Requirements

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- 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
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📌 Technical Support Agent (Barcelona)
🏢 Jobtailor
📍 Barcelona