Technical Support Agent

Job description

About the role The Technical Support Agent is responsible for providing high-quality technical assistance to clients through multiple communication channels, such as email and chat. The ideal candidate will have strong technical aptitude, excellent communication skills, and the ability to troubleshoot and resolve a wide range of technical issues in a fast-paced environment. This role goes beyond addressing individual client requests. You will play a key role in improving support processes, product quality, and operational efficiency. You will take ownership of complex technical issues and collaborate closely with teams such as Engineering, Product, and Account manager to ensure they are resolved efficiently and effectively. By analyzing support trends, client feedback, and recurring issues, you will help identify root causes and turn insights into actionable improvements. Your contribution will help us scale our support operations, enhance the overall client experience, promote self-service, and improve key performance indicators such as Customer Satisfaction (CSAT) and First Response Time (FRT). Key Responsibilities Handle client requests and technical issues via email and chat with professionalism and efficiency, communicating proactively and following up to ensure satisfactory resolution. Diagnose and resolve technical issues by guiding clients through appropriate troubleshooting steps. Investigate recurring issues to identify trends and root causes, escalating to the appropriate teams when necessary. Document and track issues in the ticketing system while managing multiple tickets and priorities simultaneously. Collaborate with Engineering, Product, and Technical Account Management to resolve complex issues, and contribute to team discussions on support performance and operational improvements. Create and maintain internal and external documentation and knowledge base guides to enable self-service, and share troubleshooting techniques and best practices with the team. Support the development of an AI-augmented support strategy. Monitor support metrics (CSAT, FRT) and contribute to initiatives that improve them, while staying 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 working with ticketing systems, such as Freshdesk or similar platforms. Fluency in Spanish and English, both written and spoken, is required; proficiency in additional languages is a plus. Excellent verbal and written communication skills, with the ability to simplify and explain complex technical concepts to different audiences. Ability to perform effectively under pressure, prioritize tasks, and manage multiple issues simultaneously. Strong analytical skills, with the ability to identify patterns, investigate root causes, and translate findings into actionable improvements. A customer-centric mindset, with a genuine interest in helping clients and improving their experience with the company’s products and services. A collaborative team player with a proactive, accountable, and problem-solving approach. Ability to work effectively across different teams and communicate client feedback clearly to technical and non-technical stakeholders. Preferred Qualifications (Plus): Familiarity with REST APIs and experience troubleshooting API calls. Hands-on experience with log analysis tools, such as Kibana. Experience analyzing support trends, reports, and performance metrics to identify improvement opportunities. Previous experience collaborating with Engineering, Product, or Customer Experience teams. Additional Information Shift Requirement: Flexibility to work weekends (Saturday and Sunday) and bank holidays when required, alongside a regular Monday-to-Friday schedule. Training & Development: Opportunities for continuous learning through internal training sessions, exposure to new tools and technologies, and regular updates on industry trends What We Offer A competitive salary package based on your experience. An impressive benefits package, focused on our culture of integral health that includes medical insurance, gym with personal trainer, sauna and hyperbaric chamber, and fresh fruit every day. Tax-advantageous wage benefit: Meal card, transport package and other measures such as childcare allowance. Discount on Veg it (vegan meals) to order your lunch at the office. Flexible start and finish times. Reduced working hours in August. 23 holidays plus 3 extra days at disposal Hybrid Work Model. English classes Parking benefit for those who live outside of Barcelona. And what we are very proud of, you will join a young, motivated and powerful team with a great team culture. As it’s not all work, we maintain the team spirit with team building events, parties and workshops where you can enjoy our achievements. When you leave in the afternoon, you can join our paddle tennis games near the office.