Customer Support Specialist – OC Expert

Cross Border Talents; Lisboa; On-site; EUR 24,000 - 32,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Operations Customer Expert to support users of a world-leading AI company. You will handle billing inquiries, account access issues, and provide product guidance across chat, email, and phone to deliver a seamless user experience.

The role emphasizes troubleshooting, problem-solving, and high-quality service, with 40-hour weeks and day shifts (07:00–22:00) on a rotating schedule, plus a comprehensive training program to onboard you with product

Qualifications

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving.
• Excellent communication and customer care across digital channels.

Responsibilities

• Customer Support: Assist customers with billing, invoicing, and account access issues.
• Product Guidance: Train users on navigating and utilizing the AI platform and products.
• Issue Resolution: Investigate and troubleshoot user inquiries across digital channels with accuracy.
• Quality Excellence: Deliver high-quality service that exceeds client expectations.

Skills

Customer support

Troubleshooting

English fluency

Communication

Problem solving

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.