Customer Support Advisor (Remote in Portugal)

About The Role Job Title: Customer Support Advisor  Location:  Remote based in (Portugal) Terms: Permanent Contract / Full-Time 40h weekly Schedule : Monday to Friday – 15:30 to 00:00 ABOUT THE ROLE   We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding customer service via phone and email. If you enjoy problem-solving and helping customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.   WHAT YOU'LL BE DOING   Customer Support Excellence:

• Provide prompt, friendly, and accurate support to customers via phone call-backs (scheduled through the app) and email.
• Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.

Customer Interaction:

• Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
• Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.

Proactive Problem Solving:

• Stay ahead of potential issues by identifying and addressing problems before they escalate.
• Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.

Product Expertise:

• Maintain in-depth knowledge of customers platform to assist customers effectively and confidently.
• Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.

Empathy and Clear Communication:

• Demonstrate active listening, ensuring customers feel understood and valued.
• Simplify complex technical information into easy-to-understand instructions.

Continuous Learning & Quality Assurance:

• Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
• Participate in ongoing training and stay up to date with our evolving platform and industry trends.

Your profile To thrive in this role, you should possess the following qualifications and attributes:

• Experience: 2-3 years in customer support, with a focus on live interactions (email and phone). Previous experience with US, UK, Australian, or New Zealand customers is a plus.
• Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
• Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
• Adaptability: Comfortable working in a fast-paced environment and embracing change.
• Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
• Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.

Why us? WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• Salary: €15,250 (Paid in 14 installments)
• Night shift allowance
• Monthly internet allowance of €20
• Meal Allowance of €10.46
• Equipment provided
• Home office allowance
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

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