Technical Customer Service Specialist

Summary

Join Leadtech as a Technical Customer Service Specialist, bridging the gap between customer service and technical teams. Analyze and resolve technical incidents, manage system integrations, and optimize technical workflows. Collaborate with IT, Product, and Development teams to implement technical improvements and train the customer service team on new tools. The ideal candidate possesses a strong technical background, analytical skills, and customer service experience. Leadtech offers growth opportunities, unique perks (free coffee, fruit, snacks, game room, rooftop terrace), ticket restaurant and nursery vouchers, and flexible work arrangements (office, hybrid, or fully remote). The company is an equal opportunity employer.

Requirements

• 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
• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• Growth and career development
• 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
• 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