Customer Support Specialist

1 semana atrás

Évora, Portugal Optiply Tempo inteiro

**About us**:
Optiply is at the forefront of three rapidly expanding sectors: Software as a Service, Artificial Intelligence, and E-commerce. With our intelligent purchasing software, we empower over 300 web shops and wholesalers to make smarter buying decisions, using predictive analytics to optimize inventory management.

We’re looking for a Customer Support Specialist to help us provide world-class service to our customers.
As a Customer Support Specialist, you’ll play a pivotal role in our customer success journey. If you're tech-savvy, customer-focused, and excited about working in a dynamic startup environment, we’d love to hear from you.

**This is what you'll be doing**:

- Own and drive key support metrics such as response time, resolution time, and customer satisfaction (CSAT).
- Deliver timely, accurate, and empathetic responses to customer queries, resolving issues independently or coordinating with team members.
- Develop deep expertise in our product to provide comprehensive assistance to customers and act as an internal knowledge hub.
- Escalate critical issues and complaints when needed while providing suggestions for process improvements.
- Maintain and update our online FAQs, ensuring they reflect the latest customer insights and feedback.
- Proactively identify recurring issues and suggest improvements to reduce support queries over time.

**This is who we’re looking for**:

- You’re a people person with a knack for empathy, strong communication skills, and a structured, detail-oriented mindset.
- You’re excited about technology and eager to learn the ins and outs of a tech-driven company in the fast-paced e-commerce industry.
- You’re curious, resourceful, and unafraid to tackle new challenges.
- 1-2 years of experience in a customer-facing role (customer support, sales, or similar).
- A passion for technology and data, with a knack for picking up new tools quickly.
- Exceptional communication skills:

- Fluent in English (verbal and written)
- The ability to thrive in a fast-growing, rapidly changing environment.
- A proactive attitude and problem-solving mindset. Comfort with digging into system details to uncover and resolve issues.

Bonus Points
- Familiarity with tools like Intercom, Postman or JIRA
- Experience in retail, technical, or e-commerce support.
- Knowledge of SQL or experience with helpdesk and CRM tools like Zendesk or HubSpot.
- Additional language skills.

**This it what we offer**:

- Competitive Salary;
- Food Allowance;
- Health Insurance;
- Paid training;
- Flexible schedule;
- Hybrid Work;
- Proactive Career Management;
- Personalized setup (Pc, Monitor, Keyboard and others);
- Friday Drink We love to try different beers from every type, brands and countries;
- Thematic days (Dinner/Karts/Boat trip etc)
- Annual gathering;

**This Job Description made your day?**:
Then send us your CV and English and lets talk

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