Bilingual Support Specialist — Diabetes Tech & Care

Cross Border Talents; Lisboa; On-site; EUR 26,000 - 36,000; Full time

Job summary

Cross Border Talents in Portugal is seeking a dedicated bilingual customer support specialist to assist users and caregivers of diabetes management technology. You will be the first point of contact via phone, email, and chat, delivering clear, calm, and caring assistance.

You will troubleshoot product issues, guide users through setup, handle orders and billing inquiries, and document every interaction to maintain quality and compliance.

Qualifications

• Fluent Spanish and English, written and spoken.
• Previous experience in customer service or customer care, ideally by phone.
• Previous experience in healthcare, medical devices, or a regulated environment is an advantage.
• Strong communication skills, with the patience and empathy to support people in sensitive situations.
• Good troubleshooting and problem-solving skills.
• Comfort using CRM systems and multiple support tools.
• Attention to detail, and the discipline to follow procedures and documentation standards.
• Ability to stay calm, professional, and focused in a fast-paced environment.
• Legal right to work in the country of employment.

Responsibilities

• Support customers in Spanish and English via phone, email, and chat.
• Troubleshoot product and device issues step by step, with empathy and accuracy.
• Guide users through setup, features, and everyday use.
• Handle orders, shipments, replacements, and account and billing inquiries.
• Document every interaction accurately and follow quality and compliance procedures.
• Recognize and report product complaints and safety-related events according to the required protocols.
• Escalate complex or urgent cases to the right teams, with clear case notes and follow-up.
• Aim for first-contact resolution and high customer satisfaction.

Skills

Bilingual Spanish/English

Customer service experience

Empathetic communication

Troubleshooting

Attention to detail

CRM systems experience

Tools

CRM systems

Job description

Cross Border Talents in Portugal is seeking a dedicated bilingual customer support specialist to assist users and caregivers of diabetes management technology. You will be the first point of contact via phone, email, and chat, delivering clear, calm, and caring assistance.

You will troubleshoot product issues, guide users through setup, handle orders and billing inquiries, and document every interaction to maintain quality and compliance.