Offer summary

Qualifications:

At least 2 years of customer or technical support experience, preferably in SaaS or helpdesk environments., Fluent in English, both written and verbal, with excellent communication skills., Technical aptitude or familiarity with software, web technologies, or mobile apps., Ability to support flexible working hours, including rotation shifts..

Key responsibilities:

Provide first point of contact support to customers across multiple channels.

Resolve customer queries professionally and promptly, identifying trends and flagging issues.

Troubleshoot technical problems, reproduce defects, and document bugs for engineering teams.

Maintain knowledge of the product to assist customers and improve support resources.

Job description

About The Role

Job Title: Customer Support Specialist
Location: Remote based in Portugal
Terms: Permanente Contract / Full-Time 40h weekly
Schedule: Monday to Friday – 8h rotational shifts 09:00 to 17:30 and 14:00 to 22:30

ABOUT THE ROLE

We are looking for a Customer Support Specialist to join the Workvivo team. This is an exciting opportunity for someone who enjoys multitasking in a fast-paced environment, the autonomy to make decisions and the opportunity to be part of a growing team.
This is a permanent work from home position based in Portugal

ABOUT THE TEAM

Workvivo, a digital experience platform under Zoom, enhances workplace culture and empowers remote employees. It is committed to customer satisfaction and improving working lives. Workvivo aims to drive results through its innovative approach, aligning with Zoom's mission to facilitate meaningful connections and modern collaboration.

WHAT YOU'LL BE DOING

As a Customer Support specialist, you will be the first point of contact for our customers, providing exceptional support and guidance across multiple channels. Your responsibilities will include:

Effectively resolve customer queries in a professional and timely manner
Identify trends in customer issues and flag for the wider team for proactive solutioning.
Empathize with every aspect of the customer experience, putting customers’ needs first
Troubleshoot issues, reproduce defects and document bugs for our engineering Teams.
Effectively communicate with customers and colleagues and resolve issues through email, chat or Zoom
Triage incoming requests to the relevant teams
Maintain comprehensive knowledge of the product to troubleshoot and capture customer issues, engaging with our engineering teams to solve more complex issues
Provide support & guidance to customers on product features and capabilities so that they can realize high value
Challenge the status quo and share innovative ideas to increase customer satisfaction and adoption
Maintain our Help Centre to improve the accuracy and depth of support we provide to customers
Proactively help others where needed
Build strong relationships with our customers and team members

Your profile

ABOUT YOU
To thrive in this role, you should possess the following qualifications and attributes:

2+ years of Customer or Technical support experience, ideally in a SaaS enterprise or helpdesk
Ability to support Monday to Friday 09:00 – 17:30, and 14:00-22:30 in a rotation. Must be open to schedule changes in the future
Fluent English in both written and verbal communication with excellent phone etiquette, additional language is a plus
Appetite for a fast-paced environment
Drive, ambition and a great positive attitude
Technical aptitude or familiarity with software concepts, web-based technologies and or mobile apps
Excellent customer service skills with a genuine passion for outstanding customer experiences
Excellent communication skills over email and Zoom
Passion for problem-solving - you will troubleshoot issues to remove any barriers for our customers
Ability to clearly communicate technical problems to nontechnical people
Ability to produce well-structured and clear customer facing documentation and reports
Ability to adapt as priorities and customer needs change

Why us?

WHAT YOU GET IN RETURN:

Fully Remote work based in Portugal
A competitive salary
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

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About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

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