We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The idóneo candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction. Main Responsibilities Customer Support & Case Management * Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy * Classify and prioritize issues based on urgency, business impact, and technical complexity * Ensure 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 audits Technical Analysis & Troubleshooting * Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data * Analyze logs and other system outputs to detect causes, errors, or inconsistencies * Execute basic configurations (e.g., Merchant ID setup,



user access creation, and permission management) on supported platforms * Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting * Collaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently Escalation & Collaboration * Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context * Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements Process & Knowledge Improvement * Identify recurring issues or process gaps and propose preventive or optimization actions * Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing * Support the onboarding and training of new CS members in technical aspects of tools an

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