Service Support Agent (English & EU languages)

The Alpega Group is looking for a Service Support Agent (English & European Languages). This role will be part of the operations organization in Alpega, located in Sant Cugat del Vallès, Barcelona, Spain.

WHO ARE WE

The Alpega Group is a fast-growing, leading software company that offers modular solutions to manage transportation end-to-end and enable our customers to achieve greener transportation processes, with 35+ years in the business.

Find more about our clients and services here:

Alpega Group: control your supply chain with Alpega TMS.

Freight Exchange (alpegagroup.com)

ABOUT THE ROLE

Customer Assistance

Respond to customer inquiries via phone and email, ensuring timely and professional communication.

Provide guidance on how to use the platform and its features.

Answer questions related to processes, workflows, and documentation.

Issue Resolution

Troubleshoot product‑related and technical issues.

Identify root causes and escalate bugs or complex cases when necessary.

Follow up with customers to ensure issues are fully resolved.

Operational Support

Assist customers with operational questions linked to their day‑to‑day use of the platform.

Ensure smooth customer operations by resolving platform‑related obstacles.

Manage the customer portfolio by handling support requests via email or phone within agreed SLAs.

Address customer concerns and escalate issues when appropriate.

Onboard carriers collaborating with our customers.

Document issues, actions taken, and resolutions according to customer requirements.

Collect, update, and enter customer information accurately into the internal database.

WHAT WE LOOK FOR IN YOU

Previous experience working in customer service is ideal but not mandatory.

Excellent knowledge of English, with solid knowledge of other European languages.

Willingness to learn and grow

Curious and can-do attitude

Resourceful and highly motivated, with a focus on client satisfaction. 

Team player able to build good relationships across functions and collaborate to achieve shared goals.

High accuracy and attention to detail standards

WHAT WE OFFER YOU

Permanent Contract

Work model: hybrid with 3 days in the office

Grow and learning opportunities in an international environment.

The possibility to work in a team, but also to work independently.

An excellent career opportunity at a leading player in transportation management software.

We help each other because #bettertogether.

Learn more about Life at Alpega

Our commitment to you

The Alpega Group has 500 collaborators with over 40 nationalities, based in our different locations. We are a global team, with different backgrounds, races, faiths and genders. We commit to ensuring that everyone feels included, has opportunities to learn and grow and is happy at work.

If you require any additional support with your application, reach out to the Talent Acquisition specialist for this position, so we can make arrangements for you.

Good luck with your application! We look forward to hearing from you.