Customer Support Agent Tier 1
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Agent Tier 1 based in Spain.
This is a great opportunity to join a remote-first team supporting a leading SaaS platform used across a global B2B industry. As the first point of contact for customers, you will play a key role in delivering exceptional support, solving technical issues, and helping users maximize the value of the platform. Beyond handling support requests, you'll build deep product expertise, collaborate with Product and Engineering teams, and contribute to continuous product improvement. This role is ideal for someone who enjoys problem-solving, continuous learning, and working in a collaborative, fast-paced environment with strong opportunities for professional growth.
Accountabilities
- Deliver timely, professional, and customer-focused support through chat, email, and phone channels.
- Troubleshoot technical and functional issues, guiding users through platform features and resolving day-to-day challenges.
- Build strong product expertise to provide accurate guidance and assist customers in getting the most from the platform.
- Document solutions, maintain internal documentation, and contribute to the ongoing development of the knowledge base.
- Identify software bugs, report issues, and collaborate closely with Product and Engineering teams to improve the customer experience.
- Escalate complex technical cases when necessary while ensuring clear communication and proper follow-up.
- Stay informed about new product features, updates, and best practices to continuously improve support quality.
- Communicate technical concepts in a clear, simple, and customer-friendly manner.
- Previous experience in a SaaS customer support or technical support role.
- Strong problem-solving skills with a genuine passion for helping customers succeed.
- Advanced English communication skills, both written and verbal.
- Additional proficiency in Spanish or Portuguese is considered a strong advantage.
- Familiarity with collaboration and support tools such as Slack, Jira, Intercom, and Confluence, or the ability to learn them quickly.
- Basic knowledge of HTML and the ability to read technical logs is desirable.
- Educational background in Computer Science, Engineering, Web Development, or a related technical field is an advantage.
- Curious, adaptable, and eager to continuously learn new technologies, products, and industry knowledge.
- Comfortable working independently in a remote-first, fast-paced, and collaborative environment.
- Fully remote position with the flexibility to work from anywhere.
- Competitive salary based on experience.
- Full-time, permanent employment contract.
- Structured onboarding, training, and ongoing mentorship.
- Clear career progression opportunities into more senior positions.
- English language classes and support for professional development.
- Financial assistance for technical certifications and continuous learning.
- Collaborative and inclusive culture where innovation and new ideas are encouraged.
- International, remote-first team with flexible working arrangements.