Technical Support Agent

Provide technical assistance to clients through email and chatHandle and follow up on client requests and technical issuesDiagnose and resolve issues by guiding clients through troubleshooting stepsInvestigate recurring issues, identify trends and root causes, and elevate when necessaryDocument and track issues in the ticketing system while managing multiple prioritiesCollaborate with Engineering, Product, and Technical Account Management on complex issuesContribute to support-performance and operational-improvement discussionsCreate and maintain internal and external documentation and knowledge-base guidesShare troubleshooting techniques and best practicesSupport development of an AI-augmented support strategyMonitor CSAT and FRT metrics and contribute to improvement initiativesStay current with industry trends, tools, and trainingRequirementsMinimum of 2 years of experience in a customer support role, ideally within a technology or SaaS environmentBasic understanding of software and technical concepts; an engineering degree is not requiredProven ability to research, troubleshoot, and resolve technical issues effectivelyExperience with ticketing systems such as Freshdesk or similar platformsFluency in Spanish and English, written and spoken, requiredExcellent verbal and written communication skills, including simplifying complex technical conceptsAbility to work under pressure, prioritize tasks, and manage multiple issues simultaneouslyStrong analytical skills for identifying patterns, investigating root causes, and translating findings into actionable improvementsCustomer-centric mindsetCollaborative, proactive, accountable, and problem-solving approachAbility to communicate client feedback clearly to technical and non-technical stakeholdersFamiliarity with REST APIs and troubleshooting API calls is a plusHands?on experience with log analysis tools such as Kibana is a plusExperience analyzing support trends, reports, and performance metrics is a plusPrevious collaboration with Engineering, Product, or Customer Experience teams is a plusFlexibility to work weekends and bank holidays when required, alongside a regular Monday-to-Friday scheduleCore CompetenciesDemonstrates strong technical support capabilities with a focus on troubleshooting, client communication, and collaboration with cross-functional teams.Proficient in managing client requests, analyzing support trends, and contributing to operational improvements in a technology or SaaS environment.Highest-signal resume keywordsCustomer Support ExperienceTroubleshooting Technical IssuesTicketing Systems ExperienceFluency in Spanish and EnglishAnalytical SkillsATS Optimization KeywordsHard SkillsTroubleshootingTechnical AssistanceIssue DiagnosisSupport Metrics AnalysisLog AnalysisREST API FamiliarityDocumentation CreationKnowledge Base DevelopmentOperational ImprovementClient Request ManagementSoft SkillsExcellent Communication SkillsCustomer-Centric MindsetCollaborative ApproachProactive Problem SolvingAbility to Work Under PressureIndustry KeywordsSaaS EnvironmentTechnical ConceptsSupport PerformanceCSAT MetricsFRT MetricsTools & TechnologiesFreshdeskKibanaTicketing SystemsAI-Augmented Support Tools#J-*****-Ljbffr

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 with ticketing systems such as Freshdesk or similar platforms Fluency in Spanish and English, written and spoken, required Excellent verbal and written communication skills, including simplifying complex technical concepts Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously Strong analytical skills for identifying patterns, investigating root causes, and translating findings into actionable improvements Customer-centric mindset Collaborative, proactive, accountable, and problem-solving approach Ability to communicate client feedback clearly to technical and non-technical stakeholders Familiarity with REST APIs and troubleshooting API calls is a plus Hands?on experience with log analysis tools such as Kibana is a plus Experience analyzing support trends, reports, and performance metrics is a plus Previous collaboration with Engineering, Product, or Customer Experience teams is a plus Flexibility to work weekends and bank holidays when required, alongside a regular Monday-to-Friday schedule Core Competencies Demonstrates strong technical support capabilities with a focus on troubleshooting, client communication, and collaboration with cross-functional teams. Proficient in managing client requests, analyzing support trends, and contributing to operational improvements in a technology or SaaS environment. Highest-signal resume keywords Customer Support Experience Troubleshooting Technical Issues Ticketing Systems Experience Fluency in Spanish and English Analytical Skills ATS Optimization Keywords Hard Skills Troubleshooting Technical Assistance Issue Diagnosis Support Metrics Analysis Log Analysis REST API Familiarity Documentation Creation Knowledge Base Development Operational Improvement Client Request Management Soft Skills Excellent Communication Skills Customer-Centric Mindset Collaborative Approach Proactive Problem Solving Ability to Work Under Pressure Industry Keywords SaaS Environment Technical Concepts Support Performance CSAT Metrics FRT Metrics Tools & Technologies Freshdesk Kibana Ticketing Systems AI-Augmented Support Tools #J-*****-Ljbffr