Technical Customer Support Expert - Lisbon

CBTalents; Lisboa; Ibrido; EUR 14.000 - 15.000; Tempo pieno

Vantaggi offerti da questo lavoro

Accommodation provided

Relocation support

Annual flight

Private health insurance

On-site clinic

Gym access

Descrizione del lavoro

Cross Border Talents seeks an Operations Customer Expert to support English-market users of AI products. The role focuses on reactive multi-channel support, troubleshooting, and guiding customers through product use. Training will cover software platforms, customer management, and on-the-job implementation.

The position offers an international relocation package, housing, and robust benefits. Work involves 24/7 project support with various shifts and a 12-month contract leading to permanent

Competenze

• Experience in providing customer support across phone, email, and chat.
• Ability to troubleshoot billing and account issues.
• Wamiliarity with onboarding and training customers on AI products.

Mansioni

• Provide reactive support across phone, email, and chat channels.
• Help customers troubleshoot and resolve issues efficiently.
• Assist with billing and invoicing matters.
• Troubleshoot account access problems.
• Guide, support, and train customers on AI products and services.
• Aim to exceed client expectations and meet quality targets.

Conoscenze

Customer support

Multi-channel support

Billing support

Account troubleshooting

Customer training

Descrizione del lavoro

Role & Responsibilities

• Position: Operations Customer Expert (Customer Support for an Artificial Intelligence research and deployment organization)
• Target Market: English Market
• Core Tasks:
  • Providing reactive support across multiple channels (phone, email, chat)
  • Helping consumers and business users troubleshoot and resolve issues efficiently
  • Assisting with billing and invoicing matters
  • Troubleshooting account access issues
  • Guiding, supporting, and training customers on using the AI products and services
  • Exceeding client expectations and meeting quality scoring measures

Training Details & Procedure

• Duration: 15 working days, 8 hours per day
• Training Content: Software programs, comprehensive product training, customer management (phone, email, chat), and on-the-job implementation.
• Agreement & Compensation:
  • On day one, you sign a selection/training agreement.
  • 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: €1,320.67

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.
• Site Benefits:
  • 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 Campusin Lisbon, Portugal.
• Public Transport Access:
  • Metro: Moscavide Station (06:30 to 01:00)
  • Bus: Carris routes 210, 722, 728, 731 (05:15 to 00:00)
  • Train: Moscavide Station (05:30 to 01:30)