Customer Support Specialist – OC Expert

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

Job summary

Cross Border Talents in Lisbon is seeking an Operations Customer Expert to support users of a leading American AI research and deployment company. You will provide professional, multi-channel support focused on troubleshooting and delivering an outstanding user experience.

The role includes handling billing and account issues, guiding users on the AI platform, and resolving inquiries with high accuracy. Day shifts, a comprehensive training program, and a commitment to quality service are offered.

Qualifications

• 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.

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

Customer support

Communication

Problem solving

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.