We are looking for a Technical Support Specialist to join our team and provide high-quality technical solutions to our customers. This role requires a proactive approach to problem-solving, excellent communication skills, and strong technical abilities to work effectively in a dynamic and cross-functional environment.
Level 1 Incident Resolution: Identify, analyze, and efficiently resolve technical issues.
Escalate incidents when necessary, following established procedures.
Ticket Management & Technical Support: Use tools such as Zoho Desk, Jira, or similar platforms to log and manage support requests.
Ensure proper prioritization and follow-up of incidents.
Documentation & Knowledge Management: Create and maintain clear and precise technical documentation.
Contribute to building knowledge bases for both technical and non-technical users.
Work closely with internal teams such as Development, QA, and Product to resolve complex technical issues.
Experience in Level 1 Incident Resolution:
Proven experience in identifying, analyzing, and solving technical issues.
Ability to escalate incidents when necessary.
Familiarity with Technical Support Systems and Ticket Management:
Experience using tools such as Zoho Desk, Zendesk, Jira, or similar platforms.
Operating systems (Windows, macOS, Linux).
Databases (basic SQL queries or similar).
Ability to document solutions in a knowledge base.
Clear and structured writing for technical and non-technical users.
Experience working with internal teams (Development, QA, Product) to resolve issues.
Soft Skills
Ability to interact with customers and internal users professionally, clearly, and empathetically.
Analytical and solution-oriented mindset.
Ability to manage multiple issues simultaneously.
Strong collaboration skills with other technicians and departments.
Adaptability to work in a multifunctional environment.
Ability to prioritize tasks and meet deadlines.
Understanding customer needs and delivering fast, effective solutions.
Required Languages: Native or advanced Spanish. Advanced English and German languages mandatory
Learning Ability: Willingness to acquire knowledge of new systems and technologies related to the company’s software.
Previous Experience: 1-2 years of experience in a similar technical support role.
Availability: Flexible schedule in case urgent issues need to be addressed outside regular working hours.
Please ensure that you regularly check the email address that you provide during the application process for any updates from potential employers. Your application status, interview invitations, or job offers will be sent via email. Respond promptly to maintain your candidacy.