Customer Support Advisor (Remote in Portugal)

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.  
• 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.  
• 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.  

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.