Customer Support Advisor

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

📋 Description

• Deliver prompt, friendly, and precise support through scheduled phone call-backs and email communications.

• Provide clear, step-by-step instructions to help resolve customer inquiries.

• Address questions with empathy, professionalism, and a keen understanding of customer needs.

• Actively engage with customers and offer solutions that go beyond their expectations.

• Recognize and tackle potential issues before they escalate into larger problems.

• Work collaboratively with internal teams to share insights and identify recurring challenges.

• Contribute towards enhancing processes and products.

• Maintain thorough knowledge of the customer platform.

• Create and update internal resources along with customer-facing knowledge base articles.

• Simplify intricate technical information into straightforward instructions.

• Follow support best practices and uphold quality standards.

• Participate in continuous training and keep abreast of platform and industry trends.

⛳️ Requirements

• 2-3 years of experience in customer support, particularly in live interactions (email and phone).

• Prior experience with customers from the US, UK, Australia, or New Zealand is advantageous.

• Comfortable with technology and capable of troubleshooting tier 1 technical issues.

• Outstanding English communication skills, both written and spoken.

• Ability to communicate solutions clearly and effectively.

• A strong passion for delivering exceptional customer service.

• A commitment to resolving issues with empathy and professionalism.

• Adaptable to a fast-paced environment and open to change.

• Ability to work both independently and as part of a team.

• A curious mindset and eagerness to learn, adapt, and contribute to ongoing improvements.

🏝️ Benefits

• Night shift allowance.

• Monthly internet allowance of €20.

• Meal allowance of €10.46.

• Equipment provided.

• Home office allowance.

• Access to an online gym and wellbeing studio.

• Opportunities for professional growth.

• Engaging company events and team outings.

• Autonomy and responsibility in your role.