* 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 #J-18808-Ljbffr

📌 Technical Support Agent (Cataluña)
🏢 Jobtailor
📍 Cataluña