We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments.The adecuado candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.Main ResponsibilitiesCustomer Support & Case ManagementHandle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracyClassify and prioritize issues based on urgency, business impact, and technical complexityEnsure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)Document case details thoroughly, maintaining traceability and clarity for escalations or auditsTechnical Analysis & TroubleshootingPerform initial technical assessments of issues by reviewing logs, configurations, and merchant dataAnalyze logs and other system outputs to detect causes, errors, or inconsistenciesExecute basic configurations (e.G., Merchant ID setup, user access creation,



and permission management) on supported platformsProvide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshootingCollaborate with the Development team to reproduce, diagnose, and elevate complex issues efficientlyEscalation & CollaborationEscalate cases to technical teams (Development, Product, QA) following structured protocols and with complete contextParticipate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvementsProcess & Knowledge ImprovementIdentify recurring issues or process gaps and propose preventive or optimization actionsContribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharingSupport the onboarding and training of new CS members in technical aspects of tools and platformsCollaborate with cross‑functional tea

📌 Tech Support Specialist (Madrid)
🏢 Leadtech Group
📍 Madrid