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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with a focus on quality assurance, documentation, and coaching. Proficient in troubleshooting, ticket analysis, and improving service standards in a B2B SaaS environment.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsDocumentation WritingAI Support Tools ExperienceB2B SaaS Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket AnalysisQuality Scorecard DevelopmentTechnical InvestigationEscalation ManagementFeedback ProvisionProcess ImprovementKnowledge Article CreationClient CommunicationTraining Material DevelopmentIncident Management
Soft Skills
Collaborative CoachingConstructive FeedbackClear Communication
Tools & Technologies
FreshdeskConfluenceAI Support Tools
Industry Keywords
B2B SaaSIGamingTechnical SupportIntegration Environment
About the role
Key responsibilities & impact- Review a representative sample of tickets and client conversations, assessing technical investigation, accuracy, prioritisation, escalation decisions, communication and follow-up
- Develop and maintain a quality scorecard
- Calibrate reviews with support leads so agents receive consistent, actionable feedback
- Review the AI agent’s answers, triage decisions and handoffs to human agents
- Identify errors and recommend improvements
- Identify recurring mistakes, knowledge gaps and process issues across human and AI-assisted support; track whether improvements work
- Create and maintain internal troubleshooting guides, procedures, escalation playbooks and client-facing knowledge articles
- Ensure the information used by the AI agent is accurate and current
- Coach agents on investigation, ticket ownership and client communication
- Help create training materials for recurring issues and new starters
- Investigate selected complex support cases, gather evidence and coordinate with internal teams or game providers when escalation is needed
- Report on support quality, documentation gaps and AI agent performance
Requirements
What you’ll need- Experience in technical support, preferably in a B2B SaaS, platform or integration environment
- Experience reviewing support cases, giving constructive feedback or improving service quality
- Strong troubleshooting skills and sound judgment about when to escalate an issue
- Experience writing clear documentation for technical and non-technical readers
- Confidence using ticketing systems and analysing ticket trends
- Excellent written and spoken English, with the ability to explain complex issues clearly
- A collaborative approach to coaching and improving team standards
- Experience with AI support tools, iGaming, incident management, Freshdesk or Confluence is a plus
Benefits
Comp & perks- Medical insurance
- Gym with personal trainer
- Sauna and hyperbaric chamber
- Fresh fruit every day
- Meal card
- Transport package
- Childcare allowance
- Discount on Veg it (vegan meals)
- Flexible start and finish times
- Reduced working hours in August
- 23 holidays plus 3 extra days at disposal
- Hybrid Work Model
- English classes
- Parking benefit for those who live outside of Barcelona
- Team building events, parties and workshops
- Paddle tennis games near the office