About the role
This role handles incidents a script cannot resolve: configuration, connectivity, product errors and cases that need reproducing before escalation. You will work alongside the account's engineering teams.
What you will do
- Diagnose and resolve first and second-line technical incidents.
- Reproduce and document errors with the detail the engineering team needs.
- Keep the account's knowledge base up to date.
- Meet response and resolution service level agreements.
- Spot recurring incident patterns and propose underlying fixes.
What we need
- Previous technical support experience with software products or digital services.
- Native or equivalent Spanish and technical English for reading and writing.
- Valid right to work in Spain.
- Ability to explain a technical solution to a non-technical person.
- Familiarity with ticketing systems and diagnostic tools.
Useful, but not essential
- Networking knowledge, basic SQL or monitoring tools.
- Experience with agile methodologies.
- Experience on SaaS or telecommunications accounts.
Terms under the applicable collective agreement
This role is covered by the contact centre collective agreement, which sets the following minimum terms:
- A 39-hour week and 1764 annual hours.
- 32 calendar days of holiday per year.
- Pay distributed across 14 payments.
- A language supplement of 130.95 euros per month for roles that qualify.
Equal opportunities
Corpshore selects its teams on competence and fit for the role. We do not discriminate on grounds of age, sex, origin, sexual orientation, gender identity, religion, disability or any other personal or social circumstance. If you need an adjustment during the selection process, say so in your application and we will agree it with you.