L1 Helpdesk Specialist – Payments Support

Francisco Partners; Lisboa; Presencial; EUR 18 000 - 26 000; Tempo integral

Resumo da oferta

Verifone in Portugal is seeking an enthusiastic L1 Support Specialist to join our fast-paced helpdesk, supporting payment infrastructure across the country. You will handle inbound calls for payment terminal issues and ensure smooth operation from coast to coast.

You will gain hands-on exposure to internal enterprise tools, escalate complex cases to L2 with clear documentation, monitor Outlook and Chat, analyze recurring issues, and contribute to process improvements while meeting KPI targets.

Qualificações

• Experience in a technical helpdesk (L1/L2)
• Ability to work in a high-volume support environment
• Familiarity with CRM/ticketing systems (Salesforce a strong plus)
• Strong written and verbal communication in Portuguese and English
• Team-oriented with proactive ownership

Responsabilidades

• Answer inbound calls from clients, partners and field agents with timely, accurate first-point support
• Escalate complex or unresolved cases to L2 with clear documentation
• Monitor and respond to client communications via Outlook and Chat, maintaining SLA
• Analyze recurring issues and contribute to root-cause analysis and process improvements
• Meet individual and team KPIs (call handling time, abandonment rate, first-contact resolution, SLA)
• Collaborate with internal teams and external partners to ensure end-to-end resolution

Conhecimentos

Technical helpdesk experience

Call center / high-volume support

CRM / Salesforce

Portuguese & English communication

Team player / ownership mindset

Ferramentas

Salesforce

Descrição da oferta de emprego

Verifone in Portugal is seeking an enthusiastic L1 Support Specialist to join our fast-paced helpdesk, supporting payment infrastructure across the country. You will handle inbound calls for payment terminal issues and ensure smooth operation from coast to coast.

You will gain hands-on exposure to internal enterprise tools, escalate complex cases to L2 with clear documentation, monitor Outlook and Chat, analyze recurring issues, and contribute to process improvements while meeting KPI targets.