Technical Office Agent (with Catalan)

Description

We are seeking to hire a **Technical Office Agent** to join our department in Madrid. The selected candidate will be responsible for daily operational management and technical support to our nationwide general customer portfolio, as well as providing exclusive and direct support to one of our major accounts located in Catalonia. **Main Responsibilities** * **Customer Support and Assistance:** Direct support (telephone and written) to the general customer portfolio in Spanish; comprehensive support in Catalan to our major account in Catalonia. * **Operational Management:** Execution of Technical Office tasks, including service activations, deactivations, number portabilities, changes of account holder, and basic Cloud PBX configurations. * **Operational Technical Support:** Resolution of Level-1 incidents and tracking the status of all customer requests. * **Registration and Control:** Daily use of internal tools and basic/user-level Excel for tracking and recording operations. * **Migrations and Onboarding:** Occasional operational support for small-scale migrations or new customer onboarding, as needed. * **Incident Escalation:** Identification of complex issues and timely escalation to the relevant area manager. **Requirements** **Mandatory:** * **Native or Advanced Catalan (C1/C2\) and Native Spanish:** Excellent spoken and written proficiency in both languages to ensure fluent, tailored customer support. * **Personal Competencies:** Organizational ability, attention to detail, proactivity, and problem-solving skills to work effectively under pressure. * **Customer Orientation and Communication:** Clear communication skills, empathy, and a highly professional manner. * **Learning Ability:** Strong motivation to learn technical procedures and industry-specific tools from scratch. **Desirable:** * Basic prior 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:** * Integration into 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 experience. * Meal vouchers. * Flexible compensation: Health insurance, transportation allowance, childcare vouchers, and discounts on devices and plans. * Positive work environment and collaborative culture.