AI Support Specialist — Customer Experience Expert (Day Shifts)

Cross Border Talents; Coimbra; On-site; EUR 24,000 - 32,000; Full time

Job summary

Cross Border Talents is seeking an Operations Customer Expert in Lisbon to support users of a leading AI research and deployment company. You will handle troubleshooting, billing inquiries, and guide users through the AI platform to ensure an exceptional user experience.

The role requires fluency in English, strong problem-solving and communication skills, and a willingness to work day shifts between 07:00 and 22:00. A comprehensive training program is provided.

Qualifications

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication across digital channels (Chat, Email, Phone).
• Willingness to work within day-shift schedules (07:00 - 22:00).
• Passion for AI technologies and innovation.

Responsibilities

• Assist customers with billing, invoicing, and account access issues in a professional and timely manner.
• Guide, support, and train users on how to navigate and utilize the client's AI platform and products.
• Investigate and troubleshoot user inquiries across digital support channels with high efficiency and accuracy.
• Deliver high-quality service that consistently exceeds client expectations and quality scoring benchmarks.

Skills

Troubleshooting

Analytical thinking

Customer service

Communication

English fluency

Job description

About the Role

Are you passionate about cutting-edge technology? We are looking for an Operations Customer Expert to join our team in Lisbon supporting users of a world-leading American AI research and deployment company. In this role, you will provide exceptional, professional support to consumers and business users across multiple channels, focusing on troubleshooting, problem-solving, and delivering an outstanding user experience.

Key Responsibilities

• Customer Support: Assist customers with billing, invoicing, and account access issues in a professional and timely manner.
• Product Guidance: Guide, support, and train users on how to navigate and utilize the client's AI platform and products.
• Issue Resolution: Investigate and troubleshoot user inquiries across digital support channels with high efficiency and accuracy.
• Quality Excellence: Deliver high-quality service that consistently exceeds client expectations and quality scoring benchmarks.

Work Schedule & Training

• Work Schedule: 40 hours per week, 8-hour daily shifts with a 1-hour lunch break. This position specifically operates on Day Shifts (scheduled between 07:00 and 22:00, Monday through Sunday).
• Comprehensive Training Program: Includes a 15-working-day intensive training program (8 hours/day) covering software tools, client product knowledge, customer management, and on-the-job practical application.

Requirements

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and customer care capabilities across digital channels (Chat, Email, Phone).
• Flexibility to work within day-shift schedules (07:00 - 22:00).
• Passion for artificial intelligence technologies and innovation.