Customer Support Representative - Italian (Fully Remote)

Job Title: Customer Support Representative (Italian -speaking)

Project: POS System Solutions
Department: Customer Service
Start Date: 4th September 2025
Location: Porto (Remote in Portugal)

Job Overview

We are looking for a passionate and dedicated Customer Support Representative (Italian-speaking) to join our POS System Solutions team. In this role, you will be the primary point of contact for our customers, delivering outstanding support for a leading POS (Point-of-Sale) platform. If you're motivated by helping people and thrive in a tech-savvy, fast-paced environment, this is your opportunity.

Key Responsibilities

• Deliver exceptional customer service to Italian-speaking users via phone, email, and chat.

• Handle inquiries related to POS system functionalities, hardware setup, troubleshooting, and account-related issues.

• Maintain accurate documentation of customer interactions in the CRM system.

• Work collaboratively with technical teams to escalate and resolve complex cases.

• Meet performance KPIs and SLA targets set by the client.

• Stay up to date on product knowledge and process updates.

Work Schedule

• Shifts: Monday to Sunday between 08:00 and 19:00 (rotational shifts).

  • Occasional late shift extension to 21:00 may be required (note: hasn't occurred since launch).

• Days Off: 2 rotating days per week.

Compensation and Benefits

• Base Salary: 1000 gross per month (paid 14 times per year)

• Performance Bonus: 50 gross per month (paid 12 times per year, based on performance KPIs)

Relocation Package

For Candidates Relocating from Outside Portugal:

• Temporary Accommodation: Room in a shared apartment (12 months max) 280/month, all utilities included (deducted from payslip)

• Flight Reimbursement: Up to 400 (Economy class) after 6 months of contract

• Initial Accommodation: Hotel for up to 28 days, depending on project needs

Requirements

• Fluent in Italian (C1+) both written and spoken

• Good English skills (B2)

• Excellent communication and interpersonal skills

• Experience in customer service or technical support is a plus

• Ability to work independently and adapt in a dynamic environment

• Comfortable working remotely and using digital collaboration tools

Remote Work

This is a remote role open to candidates residing anywhere in mainland Portugal. We provide relocation assistance as described above for those moving from abroad or qualifying from within Portugal.