Business Platform Specialist (English-Speaker) – Ai & Cloud Solutions

Concentrix Portugal; Lisboa; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Fixed Monday to Friday schedule

Central location in Lisbon

Bring-a-friend (referral) bonus

Full paid training

Career development programs

Job summary

Concentrix Portugal in Lisbon is seeking a Business Platform Support Specialist to join our on-site team. You will provide Level 2 operational support to Sales teams and customers, troubleshoot issues, and ensure smooth end-to-end platform experiences across European and South American markets.

You'll work with Product, Engineering, and Design to translate business needs into clear requirements, create knowledge materials, deliver trainings, and drive continuous improvements.

Qualifications

• 3+ years of experience in IT Operations, Technical Support, Business Platform Operations, Product Operations, or related fields.
• Experience supporting business or cloud platforms.
• Strong troubleshooting and problem-solving skills.
• Experience with ticketing/helpdesk systems and CRM platforms.
• Ability to translate user issues into clear requirements for technical teams.
• Strong organizational and project coordination skills.
• Comfortable working in a cross-functional environment with defined processes.

Responsibilities

• Provide Level 2 operational support to Sales teams, L1 Support teams and customers throughout the end-to-end customer journey.
• Troubleshoot and resolve issues related to user accounts, product consoles, ordering, billing and other platform functionalities.
• Investigate issues using available systems, identify root causes, and provide resolutions or workarounds.
• Manage and resolve support tickets, ensuring proper documentation and tracking.
• Support customers and internal teams across time zones, focusing on European and South American markets.
• Identify recurring issues and opportunities for automation and process improvement.
• Consolidate ticket trends and feedback for Product and Engineering teams.
• Capture, consolidate, and validate functional requirements from different teams.
• Create and maintain platform knowledge including guides and videos.
• Deliver training and knowledge transfer sessions for internal and external users.
• Support cross-functional projects with project plans and timelines.
• Collaborate with business owners, Product, Engineering and Design to align priorities.
• Contribute to continuous platform and customer experience improvements.

Skills

English proficiency

IT Operations

Troubleshooting

Ticketing systems

CRM platforms

Cross-functional

Project coordination

Tools

Ticketing systems

CRM platforms

Job description

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

If you’re looking to grow and be inspired, as a Business Platform Support Specialist in Lisbon, Portugal (On-Site), you will leverage your skills to support our client’s different areas of social media. You will play an active role in ensuring adherence to client guidelines, promoting and actively participating in service improvements provided to all users.

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. About 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What you will do in this role

• Provide Level 2 operational support to Sales teams, L1 Support teams and customers throughout the end-to-end customer journey.
• Troubleshoot and resolve issues related to user accounts, user access, product consoles, ordering, billing, payments and other business platform functionalities.
• Investigate issues using available user account and backend systems, identify root causes, and provide appropriate resolutions or workarounds.
• Manage and resolve support tickets, ensuring issues are properly documented, tracked and followed through to resolution.
• Support customers and internal teams across different time zones, with a primary focus on European and South American markets.
• Identify recurring issues and opportunities for automation, process improvement, and operational efficiency.
• Consolidate ticket trends and feedback to identify root causes and provide insights to Product and Engineering teams.
• Capture, consolidate, and validate functional requirements from different teams and users.
• Create and maintain high-quality platform knowledge, including help documentation, user guides, troubleshooting guides, videos and other knowledge-transfer materials.
• Deliver training and knowledge transfer sessions for both internal and external users when required.
• Support cross-functional projects by maintaining project plans, timelines, dependencies, and stakeholder alignment.
• Work closely with business owners, Product, Engineering and Design teams to align priorities, website/platform changes and operational requirements.
• Contribute to continuous improvements to the platform and customer experience.

Your qualifications

• Have excellent written and verbal communication skills in English;
• Have 3+ years of experience in IT Operations, Technical Support, Business Platform Operations, Product Operations, or related fields, including experience supporting business or cloud platforms;
• Have strong troubleshooting and problem-solving skills, with the ability to understand issues from both user and operational perspectives;
• Have experience with ticketing/helpdesk systems, CRM platforms, or similar operational tools;
• Can analyze business requirements and translate user issues and operational needs into clear requirements for technical teams;
• Have strong organizational and project coordination skills, with the ability to manage multiple stakeholders and competing priorities;
• Are comfortable working in a cross-functional environment, following defined processes and collaborating effectively with business and technical teams.

What’s in it for you

• Competitive salary
• Work-life balance with a fixed Monday to Friday schedule
• Central location in Lisbon,Portugal
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs

Concentrix is an equal-opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work
In accordance with Portugal’s law, only applicants who are legally authorized to work in Portugal will be considered for this position.