Technical Support Agent Level 2

This role plays a key part in implementing our technological solutions at our clients' premises. The main responsibilities include:

• Managing installations and ensuring successful implementation, whether internally or in coordination with external partners.
• Proactively identifying alerts through internal monitoring tools in order to anticipate and prevent issues.
• Resolving Level 2 technical support incidents for clients.
• Coordinating with the sales team to identify potential issues or opportunities with clients.
• Managing the necessary documentation related to installations and ensuring that all information is properly recorded and kept up to date.
• Following internal technical support processes (e.g., ticket creation and CRM follow-up).
• Resolving incidents while meeting response times and ensuring customer satisfaction, as well as proposing improvements when appropriate.

• Previous experience as a technical support agent (phone support).
• Knowledge of electronics, electricity, and IT systems.
• Experience in device repair.
• Strong problem-solving skills, excellent communication abilities, and a customer-focused mindset.
• Proactive individual with a positive attitude, capable of working across different teams (installation, support, warehouse).
• Experience with ticketing systems (e.g., Zoho, Zendesk) will be considered a plus.
• Strong organizational, planning, and time-management skills.
• Ability to work effectively in a team environment.
• Intermediate level of Microsoft Office or equivalent tools.
• Languages: Advanced English required; any additional language will be considered a plus.

A hybrid model that works - Enjoy the energy of our office 3 days a week and the flexibility of working remotely the other 2.

Flexible schedule - because we trust you to own your time and your outcomes.

Meal vouchers - Enjoy a monthly support of meal vouchers to make your workdays tastier.

Health & wellness - private health insurance and discounted gym memberships to keep both body and mind in top shape.

Learning & development - English classes and role-specific training, because your growth is part of our journey.

23 days of paid time off - plus local holidays, because great ideas need space to rest.

A dynamic, fast-growing environment - where each day is unique and every idea counts.

A collaborative mindset - surrounded by people who genuinely enjoy building together.

Regular afterwork & teambuilding events - activities to relax, connect, and strengthen team bonds.

Why You'll Love Working Here

At Frekuent, we believe our success is driven by our people. We are a team of forward-thinking, solution-oriented individuals who believe that innovation has no limits.

With plenty of room for personal and professional development, we value creativity, accountability, and collaboration - all supported by a strong culture that fuels our growth.

Being authentic is not just a value; it is our belief that embracing who we are and appreciating diverse backgrounds, experiences, and perspectives truly enriches us.

If you're ready to dive into an exciting environment and make a real impact, this is the place for you.

Frekuent is a fast-growing startup redefining the world of payments by helping businesses turn occasional buyers into lifelong customers through unique and rewarding experiences. We believe that the key to increasing sales is offering more value to customers. That's why we create simple, cashless and contactless payment solutions that transform the way businesses operate. With Frekuent, transactions are completed in seconds, encouraging customers to return again and again.