Customer Support Advisor (Remote in Portugal)

Job Title: Customer Support Advisor Location:  Remote based in (Portugal)Terms: Permanent Contract / Full-Time 40h weeklySchedule : Monday to Friday – 15:30 to 00:00ABOUT 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. 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. 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 ResponsibilityOTO1