Locker Technical Specialist - Spanish/English

KeyNest · Australia · posted today ago

Listing supplied by Himalayas. 101 Careers did not originate this post and applications are handled by the employer.

About this role

KeyNest is looking for a Locker Technical Specialist to support our private locker network across Spain. This is a technical, internally-facing role: you'll keep locker hardware and software running smoothly, coordinate the on-site technicians in each city whenever an issue needs a hands-on fix, and act as the technical bridge between customer service and our tech team to be the go-to technical support for our customer service team.

This is a fully remote role, so location is flexible. Over time, you'll become the go-to locker expert for the Spanish market, and depending on the need, english speakers markets.

Tasks

What You Will Do

Diagnose and resolve locker hardware and software issues (faults, connectivity, access errors) escalated by our customer service team for clients across Spain.
Coordinate with on-site technicians in each city - dispatching them when an issue needs a physical fix, and following through until it's resolved.
Be the go-to technical support for our customer service team: help them qualify client-reported issues, give them clear answers they can pass on, and escalate to the tech team when needed.
Act as the technical point of contact between customer service and the tech team: translating client-reported issues into clear technical detail, and relaying fixes and updates back.
Maintain clear records of issues, technician visits and resolutions in our support/CRM tools.
Spot recurring technical problems and feed them back to Product/Ops to improve locker reliability and reduce future support load.
Build deep product and hardware knowledge to become the internal go-to locker expert for Spain.
Occasionally support onboarding for new clients when needed - this can be part of the role, but it isn't the main focus.

Requirements

What We Are Looking For

Fluent/native-level Spanish and excellent English
Fully remote - you can be based anywhere, as long as you work CET business hours (11AM CET to 8PM CET) and with good working conditions (wifi, electricity back ups when needed)
Strong technical background - technical support, IT helpdesk, hardware troubleshooting or field service experience.
Solid problem-solving instincts: able to diagnose hardware, connectivity and software issues methodically rather than guessing.
Confident coordinating external technicians and vendors, and following an issue through to resolution without dropping it.
Organised -able to juggle multiple open issues and technicians across different cities at once.
Strong support mindset: patient, responsive, able to explain technical issues simply to non-technical colleagues, and comfortable working cross-functionally with customer service and the tech team.
Self-starter, comfortable working remotely.