Customer Support Consultant

Há 7 dias

Viana do Castelo, Portugal VoIPstudio Tempo inteiro

Portugal (Porto preferred)

VoIPstudio - Cloud Business Communications for Modern Teams

VoIPstudio is a smart, scalable, and surprisingly affordable cloud communications platform trusted by thousands of businesses worldwide. Following a series of major upgrades to our platform, including a redesigned Visual Call Flow Designer, AI-powered CX tools, and enhanced global call quality, we’re growing our customer support team in line with our increasing market share.

We’re looking for a fluent Portuguese speaker who loves helping customers, enjoys solving technical issues, and wants to be part of a product that’s genuinely evolving fast. If you have an IT support background, strong communication skills, and a passion for modern cloud communications technology, we’d love to meet you.

**Role Overview**

As a Customer Support Consultant, you’ll be one of the first points of contact for our customers across Europe and the Americas. You would provide support across chat, ticketing, and phone, helping diagnose issues, guiding them through VoIPstudio’s features, and sharing insights with our development team that help improve the product.

This is a hands-on role in a company that values autonomy, clarity, and customer empathy.

**Key Responsibilities**

- Provide customer support via live chat, tickets, and phone (in Portuguese, Spanish, and English).

- Troubleshoot issues across VoIP, networking, call routing, softphones, and integrations.

- Assist customers in using our new Call Flow Designer, AI-powered analysis tools, and other platform capabilities.

- Keep technical documentation and internal knowledge bases up to date.
Maintain accurate customer data and interactions in the CRM.

- Collaborate with Product and Engineering teams by sharing recurring issues, customer insights, and improvement suggestions.

- Help onboard new customers and ensure they get value from the platform quickly.

**Requirements**:
Languages (CEFR Levels or equivalent)

- Portuguese — Fluent (C2)

- English — Upper-Intermediate or Advanced (B2-C1)

- Spanish — Upper-Intermediate or Advanced (B2-C1)

- Italian — B1/B2

- French — B1/B2

**Technical Skills**

- IT Support: Advanced

- Microsoft Windows 10/11: Advanced

- macOS: Intermediate

- Linux: Nice to have

- VoIP concepts (SIP, RTP, NAT, DHCP, softphone/deskphone): Intermediate

- Ability to diagnose connectivity issues, audio problems, provisioning challenges, and device registration behaviour.

- A general knowledge of how CRM and middleware systems operate and how they interact with phone and contact center platforms is extremely advantageous.

**Professional Skills**

- Excellent written and verbal communication; ability to explain technical topics clearly.

- Customer-focused mindset with strong active listening and solution-oriented thinking.

- Autonomous, proactive, and comfortable working across multiple countries and cultures.

- Experience in support roles for SaaS, telecommunications, or IT environments.

**What We Offer**

- A place in a dynamic, multinational team shaping the future of business communications.

- Onboarding support and regular mentorship to help you meet your role and career goals.

- Hybrid working: work remotely with regular coworking meetups in Porto.

- Competitive remuneration aligned with experience and demonstrated ability.

- The chance to work with a modern, fast-evolving cloud platform and expand your technical skill set.

- Opportunities for growth within Support, Customer Success, Product, and Operations.

**How to Apply

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