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Customer Support Advisor (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
15 - 15K yearly
Experience: 
Mid-level (2-5 years)
Work from: 
Portugal

Offer summary

Qualifications:

2-3 years in customer support, Exceptional English communication skills, Tech-savvy and troubleshooting skills, Experience with international customers is a plus, Adaptability in a fast-paced environment.

Key responsabilities:

  • Provide friendly, accurate support via phone and email
  • Engage proactively to exceed customer expectations
  • Identify and resolve potential issues before escalation
  • Maintain knowledge of platform to assist customers
  • Uphold quality standards and participate in ongoing training
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title: Customer Support Advisor 
Location:  Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 15.250 Euros (inclusive of holidays Allowances)
Schedule : Monday to Friday – 8h shifts covering 12pm to 12am
                   Shift 1 - 12pm to 20h30 / Shift 2 - 15h30 to 12pm

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
ABOUT YOU
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
  • A competitive salary 
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • 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
 
OUR RECRUITMENT PROCESS
  1. 30 min Teams interview with the Recruitment Team
  2. Language Assessment test 
  3. 45 min Teams interview with the Hiring Team
Apply for this job
About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Customer CentricityContinuous TrainingCustomer SupportHardware Troubleshooting

Other Skills

  • Adaptability
  • Teamwork
  • Growth Mindedness
  • Problem Solving
  • Empathy
  • Verbal Communication Skills
  • Time Management
Are you interested?

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