Job description
ROLE SUMMARY:
We are looking for a Technical Customer Service Specialist to act as a liaison between the Customer Service team and the technical areas of the company (IT, Development, Product, etc.). This role will be key in ensuring that tools, integrations, and technical processes function optimally while making sure that operational and customer needs are translated into efficient technical solutions.
The ideal candidate should have a strong technical background, analytical skills, and experience working in customer service environments.
Main Responsibilities:
Technical Support:
- Analyze and resolve technical incidents reported by the Customer Service team related to tools or integrations.
- Follow up on critical issues and ensure their resolution with the responsible teams.
Integration Management:
- Coordinate with the technical team and internal/external providers to implement and maintain system integrations (CRM, ticketing, communication platforms, etc.).
- Test and validate new tools or improvements in existing systems before implementation.
- Align data extraction, management, and reflection impacted by implementation in coordination with Data Analysts and BI teams.
Technical Process Optimization:
- Identify inefficiencies in technical workflows and propose improvements that positively impact CS operations.
- Document technical processes and tool updates to ensure proper implementation by the team.
Interdepartmental Collaboration:
- Act as the point of contact between Customer Service and the IT, Product, and Development teams to prioritize and execute technical improvements.
- Translate the operational requirements of the team into clear technical specifications.
Training & Communication:
- Train the Customer Service team on new tools or technical changes.
- Maintain clear and continuous communication to inform about the status of technical projects and incident resolutions.
Education & Experience:
- Bachelor’s degree in Systems Engineering, Computer Science, Telecommunications, or related fields.
- 3-5 years of experience in technical roles related to customer service, technical support, or tool management.
Technical Knowledge:
- Familiarity with CRM systems, ticketing platforms, and data analysis tools.
- Knowledge of APIs, integrations, and basic troubleshooting.
- Experience working with automation workflows or similar tools.
- Foundational knowledge in AI tools and solutions.
Skills:
- Ability to manage technical projects and coordinate with multiple stakeholders.
- Excellent analytical and problem-solving skills.
- Effective technical and non-technical communication.
- Teamwork and the ability to work under pressure.
- Willingness to explore and investigate AI technologies to identify opportunities for enhancing efficiency within the Customer Service team.
Why should you join us?
Growth and career development
- At Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities.
Unique Perks
- If you wish to come, in our office in Barcelona you’ll find it coplete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views.
- Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary.
Join us in an environment where you’re free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you’ll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences
Equal Employment Opportunity Employer:
Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!
Location
You’ll have the flexibility to choose whether you’d like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.
If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona’s Blue Building, located right on the city’s seafront. Besides our stunning views, you’ll enjoy our office perks such as free fruit, snacks, and coffee and you’ll also be able to take part in our Mario Kart and table tennis competitions.
The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address [email protected], attaching to your request a document that can validate your identity.
