Technical Support Specialist

Bitsight; Portugal; On-site; EUR 25,000 - 35,000; Full time

Job summary

A software company in Portugal is seeking a Technical Support Specialist to provide quality customer service. This role involves addressing product queries, managing customer tickets, and collaborating with internal teams. Ideal candidates will have 0-2 years of support experience, strong English communication skills, and a passion for customer service. The position is full-time, requiring flexibility to work from 1PM to 10PM GMT.

Qualifications

• 0-2 years customer support and/or training experience in the Internet software or content space.
• Working hours are 1PM - 10PM GMT.
• Experience in a high volume call/email/chat support role.
• Strong technical problem-solving skills.
• Ability to adapt to an ever-changing platform.
• Top notch English communication skills, both written and verbal.
• Experience with MS Office or Google Apps.
• Passionate about providing phenomenal customer experiences.

Responsibilities

• Address Level 1 product and technical questions via email, chat, and occasionally on the phone.
• Triage, prioritize, escalate, and resolve customer tickets.
• Identify common issues faced by customers and develop help content.
• Collaborate with product managers and/or engineers to answer questions.
• Help build internal support tools and suggest changes to policies.

Job description

We strive to deliver the highest quality support to our growing customer base and ensure that our users get the most value from the BitSight platform. As a Technical Support Specialist, you will be responsible for providing quality and efficient customer service to internal and external customers as well as interacting with internal teams and advocating for customers.

Responsibilities

• Address Level 1 product and technical questions via email and chat, and occasionally on the phone, regarding Bitsight’s suite of products.
• Triage, prioritize, escalate (as needed), and resolve customer tickets.
• Identify common issues faced by customers and work with a technical content strategist to develop help content.
• Collaborate with product managers and/or engineers to answer customer questions.
• Help build internal support tools and suggest changes to policies and process.

Requirements

• 0-2 years customer support and/or training experience in the Internet software or content space;
• Must be open to working 1PM - 10PM GMT
• Experience in a high volume call/email/chat support role;
• Strong technical problem-solving skills;
• Ability to adapt to our ever changing platform;
• Top notch English communication skills, both written and verbal;
• Experience with MS Office, Excel, Outlook, Word and PowerPoint or Google Apps;
• Passionate about providing phenomenal customer experiences.

Seniority level

Seniority level: Associate

Employment type

Employment type: Full-time

Job function

Job function: Information Technology

Industries

Industries: Software Development