Descripción de la oferta
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 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 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
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