Customer Support Consultant

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.

Responsibilities

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.

Qualifications

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.

Basic to Intermediate IT Knowledge:

Operating systems (Windows, macOS, Linux).

Networking (TCP/IP, DNS, VPN).

Databases (basic SQL queries or similar).

Web applications.

Documentation & Knowledge Management:

Ability to document solutions in a knowledge base.

Clear and structured writing for technical and non-technical users.

Cross-Department Collaboration:

Experience working with internal teams (Development, QA, Product) to resolve issues.

Soft Skills
Excellent Communication Skills:

Ability to interact with customers and internal users professionally, clearly, and empathetically.

Problem-Solving:

Analytical and solution-oriented mindset.

Ability to manage multiple issues simultaneously.

Teamwork:

Strong collaboration skills with other technicians and departments.

Adaptability to work in a multifunctional environment.

Time Management & Organization:

Ability to prioritize tasks and meet deadlines.

Empathy & Customer Orientation:

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.