Technical Support Agent

Summary

Join TrekkSoft, a leading online booking software provider, as a Technical Support Agent! You'll be part of a diverse, international team based in Barcelona, working remotely with flexibility. This role requires strong problem-solving skills, technical aptitude, and customer service experience. You will resolve customer issues, contribute to the knowledge base, and escalate complex problems. TrekkSoft offers a supportive environment with opportunities for professional growth and various benefits.

Requirements

• Demonstrable 3+ years experience providing technical support in customer-facing roles, preferably in a SaaS environment or tech company
• Fluent English and German, both spoken and written
• Tech Savvy. A strong ability to quickly understand and troubleshoot complex software systems and functionalities
• Ability to research using internal knowledge bases and public documentation (e.g. Help Pages, Confluence, StackOverflow, etc…)
• Self starter able to take initiative on tasks, think creatively and, work well within a team
• You are a resident of the EU or are in possession of an EU passport

Responsibilities

• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately
• Communicate and resolve technical issues via email, chat or screenshare until resolution
• Contribute to and manage the customer-facing knowledge base articles
• When immediate resolutions are not possible due to e.g. a bug, document the issue and escalate this to the product team through established procedures
• Provide timely updates to customers, colleagues, and management on the status of outstanding cases
• Organize and communicate customer feedback and bug reporting to the appropriate internal audience
• Communicate and resolve technical issues via email, chat or phone until resolution
• Provide a superior level of service in all customer interactions, with a target on first-call resolution
• Participate in Quality Assurance tasks

Preferred Qualifications

• Additional languages are a plus
• Familiarity with Atlassian products, particularly Jira and Confluence is a strong plus
• Previous experience using Hubspot, Intercom, Zendesk, or other CRMs or customer communication systems
• Creative problem-solving capacity to find customer solutions within the constraints of the software. Strong affinity with SaaS and technical systems
• Strong customer focus. Your main goal is problem resolution and customer happiness
• Knowledge of the tourism industry is a big plus
• A technical background in at least two of the following: HTML, CSS, API, Google Analytics or SEO is a plus

Benefits

• Work remotely with flexibility and freedom
• Fuel your growth with ongoing learning support
• Experience our yearly team week in an international location
• Enjoy a flexible working environment that fits your life
• Celebrate with a day off on your birthday
• Earn extra vacation days with tenure