Technical Support Agent Contract (Remote in Portugal)

We are looking for a Customer Support Advisor to join the team. This is a temporary (maternity cover) work from home position based in Portugal. 
 
Salary: 
The annual gross salary for this role is 15,250 euros (paid in 14 instalments). You will receive a 20 euro a month internet allowance. The meal allowance is 7.63 euro per day. 
 
Schedule: 
Wednesday to Sunday 22:00-06:30 
 
Our Partner: 
The successful candidate will be supporting our partner, Gigs. Backed by Google Gradient Ventures and Y Combinator, as well as the investors behind Facebook, Dropbox, and Airbnb, Gigs is the world's first telecom-as-a-service platform.  
 
The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels. If you're passionate about technology and enjoy helping people, we'd love to hear from you! 
 

WHAT YOU'LL BE DOING 
 

• Provide frontline Customer Support in English and Portuguese (preference: Brazilian Portuguese). 
• You will be the first in line for Gigs Customer Support, offering a warm and understanding ear as the point of contact for our customers, helping with basic and advanced troubleshooting, serving customers via multiple channels.
• You will work in our support system, as well as other related internal systems, and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts.
• You'll provide exceptional support to resolve customer issues and requests swiftly.
  
• You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and ensure relevant information is being passed on effectively and promptly.
• You will track and develop frequently asked questions with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries.
• Take a proactive approach in analyzing our processes, suggesting and implementing improvements to help our operations grow efficiently and effectively to provide world-class support.

 
OUR RECRUITMENT PROCESS 
 
Our recruitment process is 3 stages. 

1. 30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team

• You are fluent in English and Portuguese.
• You have previous experience in a Technical support and/or Customer service role. 
• You have an aptitude for technology and can diagnose, document and resolve complex technical issues.    
• Proficient with helpdesk/ticketing systems and remote access tools.  
• Excellent written and verbal communication skills.    
• You can communicate clearly and work effectively within a team.  

• Fully Remote work based in Portugal
• A competitive salary
• Internet and Meal Allowance
• Equipment provided
• Home office allowance 
• A Buddy on joining 
• Online Gym and Wellbeing Studio.  
• The opportunity for professional growth.  
• Fun company events and team outings.  
• Autonomy and Responsibility