Dedicated Technical Account Specialist – Spanish Market WIFIRST

Wifirst is looking for its next Dedicated Technical Account Specialist – Spanish Market! Are you passionate about driving the customer experience for our key accounts?

Wifirst, a telecom operator that simplifies connectivity for professionals, is seeking a Dedicated Technical Account Specialist, primarily responsible for leading the relationship and technical support for our key account clients in Spain.

If you are enthusiastic about customer care, possess a strong sense of service, and have an affinity for the telecommunications industry, this role is for you!

Your Responsibilities:

• Ensuring availability and acting as a Single Point of Contact (SPOC): You will be the designated and preferred technical point of contact for VIP stakeholders of our Spain-based clients. You will ensure a guaranteed presence and direct accessibility from 8:00 AM to 8:00 PM, Monday to Friday, bypassing and optimizing the traditional Tier 1 support channel.

• Managing End-to-End operations and escalations: You will own and lead the personalized, rigorous, and continuous follow-up of every major event (maintenance, incidents, deployments). In times of crisis, you will take immediate command, coordinating internal technical teams and providing real-time updates to the client with full visibility until complete resolution and post-incident analysis.

• Deploying a proactive and preventive approach: You won’t just fix issues; you will anticipate them. You will closely monitor performance indicators (KPIs), detect alerts, and intervene preventively at any sign of deviation to avert business impacts or service disruptions.

• Ensuring service continuity within the team: Embedded within a dedicated team of 3 French-speaking experts, you will share technical knowledge of client files to fully master account histories, ensuring smooth handovers and zero wait times.

• Building a trusted client relationship: You will cultivate strong relationships with strategic clients for whom connectivity is the lifeblood of their business. You will understand their challenges, know their infrastructure, and act as their dedicated internal expert within Wifirst. You will prepare technical tracking components for contractual steering committees led by Account Managers or designated sales representatives.

• Driving continuous improvement and solutions: You will contribute to flow optimization and process evolution by bringing your on-the-ground vision and operational expertise to the table.