Technical Support Specialist, Madrid

hace 3 días

Madrid, España LeadDesk A tiempo completo

Do you share our passion for exceptional customer support?

Nice to meet you I’m Laura, Recruiter at LeadDesk. Together with Juan, our Country Manager, Spain, we’re strengthening our Agile Support team.

That’s where you come in—we’re excited to welcome a new bilingual Technical Support Specialist to join our team in Madrid.

This is a special opportunity as it’s the first time we’re hiring a Product Specialist in Spain. You will play a crucial role in strengthening the collaboration between our Spanish Sales team and the broader support organization. By being on the ground in Madrid, you’ll help us enhance communication, streamline the sharing of information, and ensure that our Spanish customers receive top-tier support.

What’s in it for you

  • Great opportunity for professional growth in a publicly listed company that develops its own AI technology.
  • Chance to join the multicultural Support team and help your Sales colleagues keep our customers happy.
  • An international community of forward-thinking colleagues. Fact: LeadDesk currently employs over 25 nationalities in 8 countries.

What you can expect as a Product Specialist at LeadDesk

  • Proactive role to help your local sales team achieve targets and keep customers happy.
  • You’ll be answering phone calls and making outbound calls to our customers.
  • You’ll be handling and resolving tickets related to our customers' product-related questions.
  • You’ll attend internal team meetings and sometimes also customer meetings.

What success looks like in this role

  • You’ve smoothly integrated into the Support team and formed a close bond with your cross-functional colleagues from Sales.
  • You ensure that your work results are according to our KPIs (e.g., customer satisfaction, resolution time, etc.) and SLAs.
  • You’ve become an expert in LeadDesk’s product and customers in addition to Customer Care’s processes and systems.
  • You know how to ask insightful questions, both from our customers and internal team members, to understand the cause of error messages and to assist customers with any other software problems they encounter.

This is where the match happens

Must-haves

  • This role requires onsite presence 5 days a week at the Madrid office. This is not a remote position.
  • Ability to work mostly in evening shifts.
  • A valid work permit in Spain.
  • 1-2 years of work experience in a customer-oriented role, e.g., customer service (ideally in telecommunication), technical support, etc.
  • A native-level verbal and written working proficiency in Spanish and fluency in English.
  • Personality traits such as social butterfly, proactive, service-minded, and analytical.
  • You have completed upper secondary education or equivalent at minimum.
  • Ability to master a combination of tech and human when interacting with various personalities in verbal and written communication.
  • Ability to work independently and without peers from your team being around. In this role, you’ll be mostly surrounded by your cross-functional colleagues from Sales.

Nice-to-haves

  • Knowledge of Zendesk, troubleshooting tools, etc.

Practicalities

  • Start date: As soon as possible.
  • Location: Madrid.
  • Working hours: Full-time.
  • Employment period: Permanent.
  • Compensation: EUR 25200 annually.

What’s next

Apply today because we can’t wait to meet you
Please submit your application by November 24th, 2024, at the latest. Please note that we process applications and proceed with recruitment for suitable candidates during the application period, so please act quickly.

For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com.

LeadDesk briefly

Since 2010, our company’s mission has been to help our customers run their businesses more efficiently, one call center at a time.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive) ownership from day 1. #LikeALeader

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