Spanish Support Agent

Description

Job Summary: We are seeking a proactive and solution-oriented Support Technician to diagnose, resolve, and manage technical issues, ensuring high-quality service and excellence. Key Highlights: 1. Continuous training and professional career plan 2. Excellent working environment and collaborative team 3. Participation in innovative technology projects #### **Job Description and Requirements** **Job Description** ------------------------- TIM is a technology company headquartered in Móstoles, specializing in providing advanced technical support services for software and hardware solutions in professional environments. Our goal is to ensure high-quality service with optimized processes and outstanding end-user support. We seek to hire a **Support Technician**, **proactive and solution-oriented**, with strong **analytical skills, excellent communication abilities, and autonomy**, capable of diagnosing, resolving, and managing technical issues from start to finish. Responsibilities * Proactively handle and manage support tickets received through various channels (phone, email, and chat). * Perform initial diagnosis and resolution of incidents, such as configuration issues, connectivity problems, or user errors. * Meet defined response times and established Service Level Agreements (SLAs). * Efficiently escalate incidents requiring higher-level expertise, providing a detailed pre\-analysis of the issue. * Thoroughly document each support case, recording steps taken and solutions applied. * Actively contribute to improving support procedures by maintaining the internal knowledge base. Essential Skills * **Customer Orientation:** Ability to deliver empathetic and patient service, actively seeking optimal solutions and anticipating needs. * **Effective Communication:** Ability to clearly and accurately convey technical information both orally and in writing, in both required languages. * **Problem Solving:** Strong analytical and rapid diagnostic capabilities to identify root causes of incidents. * **Organization and Multitasking:** Efficient time and workload management to handle multiple tickets simultaneously. Requirements * **Minimum Required Experience:** **At least 2 years of proven experience** delivering technical support, ideally in POS environments. * **Bilingual Spanish / Italian / Portuguese:** Advanced professional proficiency (spoken and written). * **Solid Technical Knowledge in:** * Software and hardware incident diagnosis. * Basic connectivity and networking (WiFi, routers, device communications). * Use of remote support and ticketing tools. * Availability: Full-time schedule Monday to Friday, 09:00–17:30. * Higher Vocational Training Degree in Network Systems Administration or equivalent. We Offer * **Permanent contract** and job stability from day one. * **Hybrid work model:** office \+ remote. * Participation in innovative technology projects. * **Continuous training** in new technologies, certifications, and professional career development. * **Excellent working environment**, with a collaborative, young, and technology-passionate team.