Technical Support Advisor (Spanish speaking)

Job Description

As a Technical Support Advisor, you will work closely with the Technical Support team conducting tasks such as taking calls, raising tickets, collating ticket information, resolving general queries and escalating issues to the appropriate teams as appropriate. You will need to be highly independent, working well both on their own and with wider teams and across departments. As you complete your onboarding, you will gain knowledge and develop a technical awareness to support you in troubleshooting and resolving frequent queries. 

You will log incoming tickets via phone call and email and assign cases to the team via our Ticket Management System quickly and accurately to ensure we maintain our customer service standards. Ongoing management is also important, making sure we are keeping our customers up to date on the ticketing status and any resolutions communicated. Building rapport with customers and providing excellent customer service is key to this role.

You will act as the main point of technical support for our products within the Spanish market helping to resolve any customer queries and technical requests. You will be expected to act as an overflow for our UK support team when availability allows.

Success in this role will come from a strong ability to troubleshoot and resolve technical issues efficiently, providing clear and accurate support to customers using telecare products. This role requires a solid understanding of the product range and the ability to apply that knowledge to real-world scenarios which you will develop through your onboarding. The ideal candidate will be a confident problem solver, a clear and empathetic communicator, quick to learn new systems and updates, and capable of managing multiple requests within a fast-paced support environment while maintaining high service standards. This is an excellent opportunity for someone passionate about technology and customer service who is eager to develop.

What You’ll Do

As a Technical Support Advisor, you will:

• Log and manage incoming tickets via phone and email using our Ticket Management System.
• Keep customers updated on ticket progress and resolutions in a clear, respectful, and accessible way.
• Build positive working relationships with customers and colleagues, recognising that people communicate differently.
• Provide first‑line technical support for customers in the Spanish market, with occasional support for the UK team.
• Follow established processes for logging, escalating, and resolving technical issues, while also suggesting improvements when something could work better.
• Collaborate with internal teams to help reach the best outcomes for customers.
• Support continuous improvement by contributing ideas, feedback, and documentation updates.
• Maintain accurate records across systems such as HubSpot, Cloud Portals, and Access Database.
• Collate ticket information, including log pulls for technical investigations and warranty returns.
• Provide configuration and firmware updates for customers.
• Create and maintain clear, accessible documentation and guidance for the department.
• Ensure all tickets include detailed, auditable information.
• Build and maintain professional, empathetic relationships with customers and partners, recognising diverse needs and communication preferences.

Experience We’re Looking For

• Experience with CRM systems (HubSpot or similar).
• Confidence with Microsoft Excel (Data Entry, Data Quality, Data Analysis).
• Experience in a customer-facing or service-orientated role.
• Experience in creating and maintaining technical documentation.
• Fluent Spanish speaker or C2 Level qualified.

What Helps You Thrive in This Role

• A commitment to providing thoughtful, respectful customer service.
• Curiosity about technology and how things work.
• A proactive approach to learning and development, at your own pace.
• Clear communication with colleagues and stakeholders, in whatever format works best for you.
• Comfort following established processes and offering ideas for improvement.
• Ability to explain technical topics in a way that suits the listener.
• Ability to stay grounded during busy periods, with support from the team.
• Attention to detail and a methodical approach to tasks.
• Ability to recognise patterns or trends and share insights.
• Confidence prioritising tasks and managing a varied workload.
• A professional and considerate manner in written and spoken communication.
• A comfortable telephone manner (with reasonable adjustments available if needed).

Location: Lancaster | Reporting to: Technical Support Manager | Salary: £25,000 – £30,000 (depedent on experience)