Customer Support Specialist

Cross Border Talents; Braga; On-site; EUR 18,000 - 24,000; Full time

Job summary

Cross Border Talents is seeking a Customer Support Specialist for an on-site temporary role in Braga, Portugal. You will handle inquiries via phone, email, chat, and ticketing systems, providing timely information about products and services, and recording interactions in internal systems.

Applicants should have strong customer support experience, excellent interpersonal and communication skills, and the ability to work in a fast-paced environment.

Qualifications

• Experience in customer support and resolving inquiries with a focus on customer satisfaction.
• Excellent communication and interpersonal skills with the ability to build rapport with diverse customers.
• Technical support capabilities to understand and troubleshoot basic product-related issues.
• Strong analytical skills to interpret feedback and propose process improvements.
• English and at least one additional European language is highly beneficial for multilingual interactions.
• Previous experience in contact centers, customer service, or technical support environments is preferred.
• Ability to work on-site in Braga, Portugal with flexibility for shift work including evenings, weekends, or holidays if required.
• Comfort using CRM, ticketing, and standard office software tools.
• Secondary education required; post-secondary studies in Business, IT, or related fields are an advantage.

Responsibilities

• Handle inquiries via phone, email, chat, or ticketing systems.
• Provide accurate information about products and services.
• Resolve customer issues and escalate complex problems as needed.
• Document interactions in internal systems for record-keeping.
• Collaborate with technical and operational teams to ensure customer satisfaction.
• Maintain a professional demeanor and manage priorities in a fast-paced environment.
• Meet performance and quality targets.

Skills

Customer support

Interpersonal skills

Technical support

Analytical skills

English + other European language

CRM & ticketing

Office software

Education

Secondary education

Post-secondary studies in Business/IT

Tools

CRM

Ticketing systems

Office software

Job description

Company Description

Cross Border Talents provides talent infrastructure for companies hiring across borders, with a strong focus on Engineering, IT, and multilingual Customer Support roles worldwide. The company supports clients through permanent recruitment, embedded Recruitment as a Service (RaaS), and Employer of Record (EOR) solutions in more than 160 countries. Backed by an AI-powered talent database and a global team of 500 recruiters, Cross Border Talents combines technology and human expertise to connect qualified professionals with organizations quickly and effectively. Since 2013, the company has connected over 130,000 tech professionals from more than 100 nationalities with companies across five continents and now matches over 1,000 candidates to clients every month. Cross Border Talents has been recognized for its innovation, receiving three Seals of Excellence from Horizon 2020 SMEI, the EU’s research and innovation program.

Role Description

The Customer Support Specialist role is a temporary, on-site position based in Braga, Portugal. In this role, the specialist will handle incoming customer inquiries via phone, email, chat, or ticketing systems, providing timely and accurate information about products and services. The position involves resolving customer issues, escalating complex technical or service-related problems when needed, and documenting interactions in internal systems. The specialist will collaborate with technical and operational teams to ensure customer satisfaction, follow established procedures, and contribute to continuous improvement of support processes. The role also requires maintaining a professional demeanor, managing priorities in a fast-paced environment, and meeting performance and quality targets.

Qualifications

• Candidates should possess strong Customer Support and Customer Satisfaction skills, with experience handling inquiries and resolving issues effectively.
• Candidates should possess excellent Interpersonal Skills, including clear communication, empathy, and the ability to build rapport with diverse customers.
• Candidates should possess Technical Support capabilities, with the ability to understand and troubleshoot basic technical or product-related problems.
• Candidates should possess solid Analytical Skills to interpret customer feedback, identify patterns, and suggest improvements to support processes.
• Proficiency in English and at least one additional European language is highly beneficial for multilingual customer interactions.
• Previous experience in contact centers, customer service, or technical support environments is preferred.
• Ability to work on-site in Braga, Portugal, with flexibility for shift work, including evenings, weekends, or holidays if required.
• Comfort using CRM, ticketing, and communication tools, along with basic proficiency in standard office software.
• Secondary education required; post-secondary studies in Business, Communications, IT, or related fields are an advantage.