English Technical Customer Support Expert - Lisbon

CBTalents; Lisboa; On-site; EUR 14,000 - 15,000; Full time

Benefits offered by this job

Accommodation in shared apartment

Relocation support (visa, housing)

Annual travel to home country

Private health insurance

On-site clinic

Gym access

Language classes

Job summary

Cross Border Talents is seeking a Technical Customer Support Expert for our English market and international candidates. You will provide reactive multi-channel support, focusing on technical troubleshooting, helping users navigate and debug the platform, and addressing account access and billing issues.

You will guide and train customers on our advanced AI products, maintain high service standards, and contribute to quality scoring results while working in a 24/7 project environment.

Responsibilities

• Providing reactive multi-channel support (phone, email, chat) with a heavy focus on technical troubleshooting and efficient issue resolution
• Helping consumers and business users navigate and debug issues on the platform
• Troubleshooting account access issues and handling billing/invoicing matters
• Guiding, supporting, and training customers on the technical use of the client's advanced AI products and tools
• Maintaining high service standards that exceed client expectations and strict quality scoring measures

Job description

Role & Responsibilities

• Position: Technical Customer Support Expert (Customer Support for an Artificial Intelligence research and deployment organization)
• Market: English Market / International Candidates
• Core Tasks:
• Providing reactive multi-channel support (phone, email, chat) with a heavy focus on technical troubleshooting and efficient issue resolution
• Helping consumers and business users navigate and debug issues on the platform
• Troubleshooting account access issues and handling billing/invoicing matters
• Guiding, supporting, and training customers on the technical use of the client's advanced AI products and tools
• Maintaining high service standards that exceed client expectations and strict quality scoring measures

Training Details & Procedure

• Duration: 15 working days, 8 hours per day
• Training Content: Technical software programs, comprehensive product training, customer management (phone, email, chat), and on-the-job implementation.
• Daily training allowance: €18.56 (Weekly allowance: €92.80 for 5 working days).
• The training period is proportionally compensated (tax-free for social security since no employment contract is signed yet).
• Employment contract is signed upon successful completion of training (on the last day or the following workday).

Compensation & Salary Structure (Simulated Gross Monthly for 22 Working Days)

• With Company-Provided Apartment:
• Base Salary: €776.00
• Christmas Allowance (split monthly): €64.67
• Holiday Allowance (split monthly): €64.67
• Meal Allowance (€7.00/day): €154.00
• Apartment Benefit-in-kind: €200.00
• Total Before Taxes: €1,259.33
• Without Company-Provided Apartment:
• Base Salary: €1,000.00
• Christmas Allowance (split monthly): €83.33
• Holiday Allowance (split monthly): €83.33
• Meal Allowance (€7.00/day): €154.00
• Apartment Benefit: €0.00
• Total Before Taxes: €1,320.60
• Bonuses & Deductions:
• Variable Productivity Bonus: Up to €200.00 per month based on performance.
• Taxes: Approx. 7%–18% income tax (IRS) and 11% social security deduction.

Working Conditions & Hours

• Schedule: 24/7 project operation with assigned 8-hour daily shifts (plus a 1-hour lunch break).
• Day Shift: Between 07:00 and 22:00.
• Night Shift: Between 22:00 and 07:00.
• Holidays: 22 days of annual leave per Portuguese law. Work on a Portuguese public holiday grants a compensatory day off subject to project consent.
• Contract Type: Uncertain Term Employment Contract with a foreseeable duration of 12 months, leading to a permanent contract after 2 years.

Perks & International Relocation Package

• Accommodation: Private room in a shared apartment with all bills included (electricity, water, internet) and cleaning service twice a week.
• Relocation Support: Cost and logistics fully covered, including legal and administrative support (visas, ID cards, housing setup).
• Travel: Annual return flight/travel expenses paid to your home country once a year.
• Private health and dental insurance from day one (once NIF and Social Security numbers are set up)
• On-site clinic
• Free item meals (soup, bread, salad, fruit)
• Access to a gym, cafeteria, social/sports/cultural activities, and e-learning courses
• Local language classes

Location & Workplace

• Workplace: Located at the Oriente Green Campus in Lisbon, Portugal.

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