Technical Support Specialist – AI Platform

Horizonia; Lisboa; Presencial; EUR 32 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health & dental insurance

Paid annual leave

Annual bonuses

Onsite facilities

Resumo da oferta

Horizonia partners with an American AI leader to recruit a Technical Customer Support Specialist for Lisbon, Portugal. You will deliver high-level technical and operational support to consumers and business clients on advanced AI platforms.

Requirements include advanced English, proven SaaS support experience, and a flexible 24/7 shift availability. The role offers a 12-month contract with a permanent path and a paid training period.

Qualificações

• Advanced English (C1/C2) with excellent written and verbal skills.
• Experience in technical support, IT helpdesk, SaaS troubleshooting or digital platforms.
• Strong interest in AI and software ecosystems.
• Analytical mindset capable of quick issue resolution.
• Willingness to work 24/7 rotational shifts.

Responsabilidades

• Troubleshoot account access issues, platform bugs, and technical queries across channels.
• Guide and train consumers and enterprise clients on AI tool features.
• Handle subscription inquiries, invoicing and billing management.
• Deliver accurate, timely responses meeting SLAs and quality metrics.

Conhecimentos

Advanced English

Technical support

SaaS troubleshooting

Problem solving

Communication

Descrição da oferta de emprego

We are partnering with a world-leading American artificial intelligence research organization to recruit a Technical Customer Support Specialist (m/f/d) for their operational hub in Lisbon, Portugal.

Our client develops cutting-edge generative AI technology and large language models that empower millions of users worldwide across writing, coding, research, and automation tasks. In this role, you will deliver high-level technical, operational, and user support to both consumers and business clients interacting with advanced AI platforms.

Position Details

• Location: Lisbon, Portugal .
• Working Hours: 40 hours per week on a 24/7 rotational shift schedule (schedules provided 10 days in advance).
• Contract Type: Initial 12-month contract with a pathway to a permanent contract (contrato sem termo) after 2 years.
• Training Period: 15 working days (8 hours/day) of comprehensive, paid product, software, and operational training.

Key Responsibilities

• Technical & Operational Support: Troubleshoot complex account access issues, platform bugs, and technical queries across multiple communication channels.
• User Enablement: Guide, train, and assist consumers and enterprise clients on how to maximize the features and capabilities of generative AI tools.
• Billing Administration: Address customer inquiries regarding subscription plans, invoicing, and billing management.
• Quality Assurance: Deliver accurate, helpful, and timely responses that consistently meet or exceed service-level benchmarks and quality metrics.

Candidate Profile

• Language Skills: Advanced / Fluent English (C1/C2 level) with exceptional written and verbal communication skills.
• Technical Experience: Proven prior experience in technical support, IT helpdesk, SaaS troubleshooting, or digital platform support.
• Tech Affinity: Strong passion for new technologies, artificial intelligence, and software ecosystems.
• Problem-Solving: Sharp analytical mindset capable of resolving complex user issues in a fast-paced environment.
• Flexibility: Availability to work 24/7 rotational shift patterns.

Compensation & Benefits

• Competitive Salary Package: Includes fixed base pay, prorated Christmas and holiday bonuses (duodécimos), and a tax-exempt daily meal allowance.
• Performance Bonus: Monthly variable productivity bonus based on performance.
• Health & Dental: Private health and dental insurance provided upon contract signature.
• Paid Leave: 22 days of annual paid leave plus statutory Portuguese public holidays (with compensatory days off if worked).
• Onsite Facilities: Modern office environment with an oceanfront balcony, on-site cafeteria, and excellent public transport links (metro, bus, train).