Technical Support Expert for Multilingual Solutions

4 semanas atrás


Lisboa, Lisboa, Portugal Workster Tempo inteiro

Workster, a leading hospitality payment service platform, is expanding its Lisbon Team. They strive to provide world-class commerce and payment services, generating revenue for customers and facilitating growth. Initially, they aimed to simplify VAT refunds for international shoppers in Europe. Today, their unique single payments platform offers acquiring, processing, digital wallets, VAT refunds, and currency conversion services.

Your Role

We seek a Technical Support Specialist with exceptional analytical and problem-solving skills to provide turnkey support to all installed base customers across multiple platforms/services. This role involves engaging with Tier 2-related inquiries, gathering necessary information, investigating root causes, and resolving customer issues or redirecting/escalating to upper tiers. As the second point of contact, you will assist customers experiencing technical issues with systems/platforms, providing remote troubleshoot/analysis, and conducting system operational assessments.

You will provide Tier 2 support via phone, email, tickets, or other needed methods on managed solutions, logging customer requests or incidents, and updating customers on case status. Data analysis will be used to determine issue root causes and resolve them remotely using diagnostic testing and software equipment. You will maintain system capabilities by testing existing equipment and programs, offering remote troubleshooting solutions for systems issues affecting course delivery.

Requirements
  • Excellent English (C1) and knowledge of German, French, Italian, Spanish, or Portuguese
  • Exceptional analytical and problem-solving skills with solid troubleshooting experience
  • Great customer service and confident communication skills
  • Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
  • Experience in network operations or on-field operations
  • Familiarity with production environments and common industry brands/hardware assembly and configuration
  • Solid knowledge of MAN & LAN (Layer 2 & Layer 3)
  • Ability to work with non-technical and technical customers alike
  • Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, etc.)
Benefits
  • Excellent base salary: approximately €50,000 - €60,000 per year, depending on location and experience
  • Great office location in the centre of Lisbon
  • Possibility of hybrid work after onboarding & training
  • Multicultural Team with great career progression opportunities
  • Work with some of the world's leading Hotel Brands
  • Lunch allowance + Private Health Insurance provided
  • Three shift patterns: most time working 07h-16h or 13h-22h, 40h per week; night shifts are rare


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