Level 1 Technical Support, Portugal

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

Why Verifone

For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located.

What's Exciting About the Role

Join a fast-paced Helpdesk team supporting payment infrastructure. As an L1 Support Specialist, you'll handle inbound calls for payment terminal issues that keep payment terminals running smoothly across the country. You'll gain hands-on exposure to internal enterprise tools, and along the way, you'll pick up a solid understanding of how the wider support operation works, from the field to the final client. It's a role with real technical depth in a team that moves fast. This is an opportunity to deepen your technical expertise and make a real difference to our customers' payments experience.

Key Responsibilities

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

Skills and Experience We Desire

• Previous experience in technical helpdesk (L1/L2 level), ideally in IT services;
• Comfortable working in a call center / high-volume support environment;
• Familiarity with CRM/ticketing systems (Salesforce experience is a strong plus);
• Good written and verbal communication skills in Portuguese and English;
• Team player mindset with a proactive, ownership-driven approach;

Our Commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.