Technical Office Agent (with Catalan)

Description

At Smartgroup, we are looking to hire a **Technical Office Customer Service Agent** for our **Madrid** department. The selected candidate will provide **national-level technical support and assistance to customers in the telecommunications sector**, handling inquiries, incidents, and service-related requests. Additionally, they will be responsible for providing **direct and exclusive technical support to one of our key accounts located in Catalonia**, including monitoring and managing its specific needs. #### **Main Responsibilities** * **Customer Support and Assistance:** Direct (telephone and written) support to our general customer portfolio in Spanish, and comprehensive support in Catalan to our major account in Catalonia. * **Operational Management:** Execution of Technical Office tasks, including processing new activations, cancellations, number portabilities, changes of ownership, and basic Cloud PBX configurations. * **Operational Technical Support:** Resolution of first-level incidents and tracking the status of all customer requests. * **Recording and Monitoring:** Daily use of internal tools and basic/user-level Excel for tracking and recording activities. * **Migrations and Onboarding:** Occasional operational support for small-scale migrations or customer onboarding, as needed. * **Incident Escalation:** Identification of complex issues and timely escalation to the relevant area manager. #### **Requirements** * **Native or Advanced Catalan (C1/C2) and Native Spanish:** Excellent spoken and written proficiency in both languages to ensure fluent, tailored customer service. * **Personal Competencies:** Organizational skills, attention to detail, proactivity, and problem-solving ability when working under pressure. * **Customer Orientation and Communication:** Clear communication skills, empathy, and highly professional conduct. * **Learning Capacity:** Strong motivation to learn, from scratch, the technical procedures and sector-specific tools. **Desirable Qualifications:** * **Basic knowledge of the telecommunications sector** (mobile line management, fiber optics, Cloud PBX systems, number portabilities). * **User/basic-level Excel proficiency** (filters, simple tables). #### **We Offer:** * Join a solid, growing company with a strong commitment to its people. * Permanent contract. * On-site work during the training period (up to 6 months), followed by a **Hybrid work model (remote + on-site)**. * Flexible salary range based on the candidate’s experience. * Benefits: Meal vouchers. * Flexible compensation: Health insurance, transportation allowance, childcare vouchers, and discounts on devices and plans. * Positive work environment and collaborative culture.