Tech Support Agent

About the role

The Technical Support Agent is responsible for providing high-quality technical assistance and support to clients via multiple communication channels, such as phone, email, and chat. The ideal candidate will have a strong technical aptitude, excellent communication skills, and the ability to troubleshoot and resolve a wide range of technical issues in a fast-paced environment. You will work closely with team members to resolve complex issues, manage ticketing systems, and ensure client satisfaction by addressing their technical concerns efficiently and effectively.

We are looking for someone available to work weekends (Thursday to Monday) between 14:00 CET (Spanish time) to 23:00 / 24:00h CET schedules!

Key Responsibilities:

Client Interaction:

• Handle client requests and issues through various communication channels (phone, email, chat) with professionalism and efficiency.

• Provide clear, concise, and courteous communication to clients to resolve their issues promptly.

• Follow up with clients to ensure their issues are fully resolved and to provide updates on ongoing issues.

Technical Troubleshooting:

• Diagnose and resolve technical issues using your knowledge and the tools provided.

• Guide clients through troubleshooting steps, both remotely and through written instructions.

• Identify recurring issues and escalate to the appropriate team for further investigation and resolution.

Ticket Management:

• Use ticketing systems to document and track issues, ensuring timely and accurate resolution.

• Prioritise and manage multiple tickets simultaneously, ensuring that each client receives timely support.

• Ensure all tickets are thoroughly documented with accurate details of the issue, steps taken, and resolution.

Collaboration:

• Work closely with other team members and departments, including development and product management, to escalate and resolve complex issues.

• Participate in team meetings and contribute to collaborative problem-solving.

• Provide feedback to the development team on recurring issues and potential improvements.

Knowledge Management:

• Utilise and contribute to our knowledge bases, including Jira, Confluence, and Docs, to improve the support process.

• Create and update internal documentation and guides to assist both the support team and clients.

• Share knowledge and best practices with team members to enhance overall team performance.

Proactive Learning:

• Stay updated with the latest industry trends, tools, and technologies to provide top-notch support.

• Participate in training sessions and workshops to continuously improve your technical skills.

• Take initiative to learn new tools and processes that can enhance the support experience for clients

Qualifications

• Minimum of 2 years of experience in a technical support role, ideally within a tech or SaaS environment.

• Basic understanding of software and technical concepts (engineering degree not required).

• Familiarity with REST APIs and experience troubleshooting API calls.

• Experience with log analysis using tools like Kibana.

• Proficiency in ticketing systems such as Jira or similar platforms.

• Fluency in Spanish and English (written and spoken) is required; Portuguese is a plus.

• Strong verbal and written communication skills, with the ability to explain complex technical concepts to various audiences.

• Ability to work well under pressure and handle multiple issues simultaneously.

• Passion for helping clients and enhancing their experience with the company's products and services.

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.
• We want to make a difference, and as soon as the trial period is over, you receive an impressive gift as proof of the success of joining the project.
• 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.