Customer Support Agent - Portugal

About the Role

As a Customer Support Agent, you are the first point of contact for our customers, handling inquiries via phone and/or email created tickets. Your primary goal is to provide time-sensitive technical support and exceptional customer service for customers using our products and services. You will be responsible for prompt resolution, always aiming for a correct solution, and escalating issues when necessary. This is a crucial,
- impact role that maintains our reputation for quality service. This is a full-time position.

The place of work is located in Portugal and is a fully remote position.

Responsibilities

• Handling all support calls via triage, ensuring no calls are rejected, and managing tickets in assigned language queues (FIFO).
• Performing initial analysis of reported technical issues and conducting validation calls with customers and follow up with installers.
• Managing Return Authorizations (RA) tickets according to established procedures.
• Adhering to strict escalation and support policies to ensure prompt resolution or proper
  - off.
• Communicating effectively and professionally with customers through various channels (phone, email, tickets).

Experience

Required experience

• Fluent Portuguese and Spanish, and proficient English, with the ability to use all languages in formal verbal and written communication.
• Comfortable working in an IT and software environment, with the capacity to learn technical processes quickly.
• High level of organizational skills,
  - activity, and reliability.
• Willingness to learn new products and procedures, with an adaptable mindset.

Nice to have

• Prior experience working in customer support centers (contact center, helpdesk) is a plus.

Traits of a successful candidate

• Strong communication skills and patience for working with customers via phone and email.
• High level of pro-activity to manage
  - sensitive support requests effectively and promptly.
• Detail-oriented and reliable, particularly when adhering to support and escalation policies.
• Customer-focused approach, always aiming to find a correct and timely solution.

Benefits

• 25 days annual leave.
• EUR 4. 73 meal allowance per day worked.
• EUR 90 gross monthly home working allowance.
• Statutory workers compensation insurance.