Customer Support Advisor (Remote in Portugal)

Otonomee; Portugal; Remote; EUR 14,000 - 17,000; Full time

Benefits offered by this job

Fully Remote

Night shift allowance

Internet allowance €20

Meal allowance €10.46

Home office allowance

Online Gym and Wellbeing Studio

Job summary

Otonomee is seeking a tech‑savvy Customer Support Advisor for a fully remote role based in Portugal. The position involves assisting customers by phone and email, solving problems, and maintaining knowledge resources. Strong English skills and 2–3 years in customer support are essential.

You’ll join a fast-paced, collaborative team with opportunities for growth and ongoing training, plus a night shift allowance and monthly internet and meal supplements.

Qualifications

• 2–3 years in customer support, with emphasis on live interactions (phone/email).
• Excellent English written and verbal communication skills.
• Experience handling US/UK/Australian/NZ customers is a plus.

Responsibilities

• Provide prompt, friendly support to customers via phone and email.
• Respond to inquiries with empathy and professionalism.
• Troubleshoot tier 1 issues and guide customers to solutions.
• Maintain and improve internal knowledge bases and resources.
• Collaborate with teams to share insights and prevent recurring problems.

Skills

Customer support

English proficiency

Tech-savvy

Problem solving

Empathy

Communication

Tools

CRM software

Job description

Job Title: Customer Support Advisor Location: Remote based in (Portugal) Terms: Permanent Contract / Full-Time 40h weekly Schedule : Monday to Friday - 15:30 to 00:00

ABOUT THE ROLE

We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding customer service via phone and email. If you enjoy problem-solving and helping customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.

WHAT YOU'LL BE DOING

• Customer Support Excellence: Provide prompt, friendly, and accurate support to customers via phone call-backs (scheduled through the app) and email. Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.
• Customer Interaction: Respond to inquiries with empathy, professionalism, and an understanding of customer needs. Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.
• Proactive Problem Solving: Stay ahead of potential issues by identifying and addressing problems before they elevate. Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
• Product Expertise: Maintain in-depth knowledge of customers platform to assist customers effectively and confidently. Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
• Empathy and Clear Communication: Demonstrate active listening, ensuring customers feel understood and valued. Simplify complex technical information into easy-to-understand instructions.
• Continuous Learning & Quality Assurance: Uphold commitment to delivering high-quality support by adhering to best practices and quality standards. Participate in ongoing training and stay up to date with our evolving platform and industry trends.

To thrive in this role, you should possess the following qualifications and attributes:

• Experience: 2-3 years in customer support, with a focus on live interactions (email and phone). Previous experience with US, UK, Australian, or New Zealand customers is a plus.
• Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
• Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
• Adaptability: Comfortable working in a fast-paced environment and embracing change.
• Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
• Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.

WHAT YOU GET IN RETURN

• Fully Remote work based in Portugal
• Salary: €15,250 (Paid in 14 installments)
• Night shift allowance
• Monthly internet allowance of €20
• Meal Allowance of €10.46
• Equipment provided Home office allowance Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility OTO1