Jobs Spain

Remote Tier 1 Support (Intern/Trainee)

Job Title	Remote Tier 1 Support (Intern/Trainee)
Employer	Firespring
Adress: Country	Spain
Address: City	Tombrio de Arriba
Work type	Full-time
Expected Salary	1054 EUR
Posting Date	Tue Jun 10 2025
End Date	Tue Jun 24 2025

Description:

We’re looking for a Remote Tech Support Agent who’s equal parts tech-savvy and people-friendly — someone who can turn frustration into relief with a calm voice, a few smart questions, and a solid fix. You’ll be the first point of contact for users experiencing technical issues, from minor glitches to more involved troubleshooting. Your daily tasks will include responding to support tickets, diagnosing problems, and ensuring users walk away with not just a fix, but confidence in using our product. You won’t just follow scripts — you’ll think critically, ask the right questions, and adapt your responses based on the user's level of comfort and experience. You’ll document common issues, flag bugs for the dev team, and help improve our knowledge base so that users can help themselves next time. You’ll collaborate with engineers when bugs arise, provide feedback to improve processes, and help update internal support documentation so we’re always evolving.

Basic Qualifications:

• Offer a human-first support experience that makes users feel heard, not just handled.
• Support customers in different time zones with flexible hours and clear communication across shifts.
• Guide users step-by-step through solutions in clear, simple language—even if they’re not tech-savvy.
• Follow internal troubleshooting guides but adapt when needed—every user is different, and so are their problems.
• Maintain a calm, supportive tone even when customers are frustrated or confused—empathy is your #1 tool.

Preferred:

• Knows how to balance speed with accuracy in handling multiple support requests.
• Pays attention to details when gathering issue descriptions and diagnosing problems.
• Able to follow step-by-step guides or knowledge base articles to resolve issues.
• Familiar with basic networking concepts like Wi-Fi, routers, or VPNs.
• Strong communication skills with the ability to explain technical concepts to non-technical users.

Benefits:

• Flexible shifts that fit your life — morning, night, or somewhere in between.
• We celebrate patience, clarity, and clever solutions — not just response time.
• Support leads who’ve done the job themselves — not just managing from a spreadsheet.
• You’ll grow into QA, onboarding, or product roles if that’s your path.
• Access to ongoing training — from soft skills to bug triage.

You might not have all the answers immediately, but you know how to find them fast — and explain them in a way anyone can understand. You’ll help identify patterns in user feedback and advocate for improvements across the board. Whether you're helping a beginner or a tech-savvy user, you meet them where they are. What matters most is your reliability, problem-solving mindset, and ability to work independently in a remote setting without dropping the ball. If you’ve ever taken pride in being “the tech person” for friends and family — and actually *liked* it — we’d love to work with you. Let’s provide support that’s not just fast — but human.