Customer Support Specialist

Há 1 mês

Lisboa, Lisboa, Portugal Caixa Mágica Software Tempo inteiro
Job Description

Overview:

Caixa Mágica Software is seeking a highly skilled Customer Support Associate to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Provide Tier 1 support levels via phone, email, tickets, or other needed methods on HOIST managed solutions.
  • Analyse data to determine root causes of problems and resolve them remotely.
  • Maintain system capabilities by testing existing equipment and programs.
  • Carry out screen-sharing to help customers get set up and operational.
  • Empower customers by promoting the Knowledge base and self-service.
  • Work with the Customer Support Specialists on escalated tickets.
  • Log and escalate calls with third parties where required, ensuring communication back to the customer.
  • Maintain customer data up to date on internal systems (CRM, Ticketing, Technical Tools, etc.).

Requirements:

  • Excellent analytical and problem-solving skills, with the ability to multitask and solid troubleshooting experience.
  • Able to work in an omnichannel environment.
  • Exceptional customer service and confident communication skills, customizing your interaction to the individual customer personalities and contexts.
  • Strong work ethic and ability to work efficiently and effectively with minimal supervision.
  • Ability to work in a fast-paced environment with excellent organizational skills.
  • Able to work to targets (SLA's).
  • Wide proven experience of remote support, collaborating with customers, partners, and internal teams.
  • Preferred experience in network operations or field operations.
  • Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration.

What We Offer:

  • A permanent job contract for a long-term project.
  • Tech equipment + SIM Card + personal smartphone.
  • Health and Life Insurance.
  • Social events and team buildings.
  • The commitment of letting you grow with us and be rewarded accordingly.
  • A dynamic and young team that will always be there to support you.
  • Training in the latest technologies.
  • Coffee, fruits, snacks, and a warm welcome when you pass by the office.

Benefits:

  • Cartão/Ticket refeição.
  • Seguro saúde.
  • Telemóvel da empresa.

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