Customer services technician

Customer Services Technician

Job Title : Customer Services Technician

Location : Madrid, Spain

Reports To : Service Manager

Employment Type : Full-time

Job Summary

The Customer Services Technician is responsible for providing technical support, troubleshooting, and customer assistance for our products and services. This role acts as the first point of contact for customers requiring technical guidance, ensuring prompt resolution of issues, clear communication, and a positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Diagnose, troubleshoot, and resolve technical issues, escalating to higher-level support teams when necessary.
• Provide step-by-step guidance to customers for product installation, configuration, and operation.
• Log, track, and document all customer interactions and technical issues in the company’s CRM or service platform.
• Liaise with engineering, sales, and product teams to ensure customer needs are met and feedback is communicated effectively.
• Assist with product testing, updates, and quality assurance tasks as required.
• Deliver remote or on-site training to customers on product use and maintenance.
• Maintain up-to-date knowledge of company products, services, and standard operating procedures.
• Contribute to the creation and improvement of user guides, FAQs, and technical documentation.

Skills & Qualifications

Key Attributes

Working Conditions

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