Customer Support Representative L2 Porto

Customer Support Representative L2
Porto
Porto, Porto District, Portugal

About Us

A global Saa
S leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, e
Signing, identity verification, and analytics supported by a
-
- class customer success and change management team. With more than 3 million licensed users and 13, 000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work

We aim to create an environment where talented individuals are empowered to excel. Our collaboration, innovation, and engagement are guided by 5 key principles:

1. One team, One mission: Our collective dedication to Nitro's mission defines us. We build an environment where everyone feels valued as part of something bigger.
2. Own it: We take full ownership of our actions and decisions, empowering one another to lead confidently and creatively.
3. Accountable to our customers: We are committed to our customers and do what we say we will do.
4. Excellence in execution: Driven by passion and precision, we deliver
   - quality results with innovation.
5. Be bold, fail fast, learn faster: We learn as we grow, dare to try, and question bravely, iterating towards perfection.

These values foster a culture where everyone is inspired to contribute their best.

The Role

The Customer Support Representative is a
- facing professional supporting Nitro customers by providing technical guidance, troubleshooting issues, assisting in software deployments, and developing solutions.

You will collaborate with internal teams including Product, Engineering, Sales, Customer Success, and Customer Support. You will report directly to the Director, Global Support.

What You’ll Be Doing

1. Providing exceptional support to customers with product questions or issues, communicating with empathy and professionalism.
2. Handling escalated support cases, coordinating with engineering to ensure timely resolution.
3. Conducting net meetings and live troubleshooting for urgent issues.
4. Exceeding customer satisfaction, efficiency, and SLA metrics.
5. Collaborating on refining escalation processes, developing the Knowledge Base, and fostering
   - functional learning.

What We're Looking For

1. Bachelor’s degree in IT, CS, or equivalent work experience.
2. At least 2 years of IT or technical support experience with enterprise software.
3. Ability to work independently and collaboratively.
4. Quick learner of new products and technologies.
5. Strong communication skills, both written and verbal, with attention to detail.
6. Ability to accept feedback, adapt, and communicate challenges professionally.
7. Technical knowledge of MS Windows Server and Desktop OS.
8. Understanding of application deployment in virtual environments like Terminal Server, Citrix, VMWare, App
   V.
9. Experience with Azure (Nice to Have).
10. Knowledge of Saa
    S solutions and business models (Nice to Have).
11. Experience with SSO setup and integrations like Salesforce, Power Automate (Nice to Have).

Why Nitro?

Along with standard benefits including health, dental, vision, and retirement, we offer additional initiatives:

Hybrid Work

Our hybrid model combines three days
- office at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne, with two remote days weekly.

Benefits

We provide comprehensive packages including health insurance, dental, vision, wellness perks, pension/401k matching, and other
- specific benefits.

Nitro encourages applications from all backgrounds and provides accommodations throughout the process upon request.