QA Tech Support
- Hiring from
- Spain
- Work type
- Hybrid
- Posted
Show job descriptionHide job description
About the role
We are looking for a Quality Analyst Tech Support to help our technical support team deliver accurate, consistent support to our clients.
You will review how human and AI-assisted tickets are handled, turn your findings into practical coaching, and maintain the documentation our team and AI agent need to provide reliable answers. You will also handle selected complex cases to stay close to our products and clients.
Key Responsibilities
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
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.
What We Offer
A competitive salary package based on your experience.
An impressive benefits package, focused on our culture of integral health that includes medical insurance, gym with personal trainer, sauna and hyperbaric chamber, and fresh fruit every day.
Tax-advantageous wage benefit: Meal card, transport package and other measures such as childcare allowance.
Discount on Veg it (vegan meals) to order your lunch at the office.
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.
And what we are very proud of, you will join a young, motivated and powerful team with a great team culture. As it’s not all work, we maintain the team spirit with team building events, parties and workshops where you can enjoy our achievements. When you leave in the afternoon, you can join our paddle tennis games near the office.