Product Support Representative

Há 5 dias


Lisboa, Lisboa, Portugal Laravel Tempo inteiro

**About Laravel**

We are committed to creating tools that empower developers to build exceptional web applications. Our mission is to nurture a supportive and inclusive global community.

As a Product Support Agent, you will play a vital role in delivering exceptional support to our users. Your responsibilities include:

  • Ticket Management: Use our support tool to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
  • Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
  • Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.

**Our Customer Success & Support Team**

We are driven by a passion for helping developers succeed and take pride in our ability to:

  • Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
  • Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
  • Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
  • Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.


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