Content Services Support Associate

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Ensure that claims are thoroughly reviewed, processed, and resolved in alignment with Production guidelines and Syndigo quality benchmarks.

• Serve as a bridge between Production and Customer Care to address client inquiries effectively.

• Detect gaps and propose solutions by utilizing Production Tools or by collaborating with various departments and production teams.

• Recognize ongoing claim patterns, recommend process improvements, and support initiatives aimed at enhancing customer satisfaction and production efficiency.

• Collaborate on revisions to processes and documentation.

• Contribute to the establishment of team goals and the strategic vision for the future.

• Aid in the implementation of new processes, systems, and operational changes, ensuring seamless adoption across teams.

• Perform other duties as assigned.

⛳️ Requirements

• Over 2 years of relevant experience in claims, ticketing, case management, customer support, content operations, or a related field.

• Proficiency in English with excellent written and verbal communication skills, capable of tailoring messages for diverse audiences.

• A curious and investigative approach, with the ability to identify root causes and propose practical solutions.

• Capacity to work independently, take initiative, assess situations, and make well-informed decisions.

• Familiarity with data analysis tools, reporting platforms, AI-assisted tools, Excel, SharePoint, and other Microsoft 365 applications.

• Knowledge of the Atlassian Suite and Jira; experience with ticketing systems is advantageous.

• Ability to manage competing priorities, handle multiple workstreams concurrently, and maintain precision and attention to detail.

• Strong technical problem-solving capabilities and technology acumen.

• Ability to collaborate with both internal and external stakeholders to track project progress, resolve issues, and provide consistent status updates.

• Capacity to work accurately in a fast-paced environment, juggle multiple responsibilities, maintain attention to detail, and quickly adapt to shifting priorities, workflows, and operational needs.

• Preference for candidates with an interest in consumer electronics, technology products, or product content management.

🏝️ Benefits

• Generous paid time off.

• Health coverage.

• Retirement plans tailored to local markets.

• Learning opportunities through tuition reimbursement.

• Donation matching.

• Volunteer time off.

• Referral bonuses.

• Flexible perks such as Flex Fridays.