Swedish Customer Support

Do you want to be a part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service? Look at this position and start this new adventure in your personal and professional life!

You can see the details below and we would be happy to address any questions you might have.

You will be handling Customers queries via phone, e-mail, and chat identifying the client's problem and troubleshooting to find the solution.

Your day to day

• Answering customers queries via phone, e-mail, or chat, identifying the client s problem; troubleshooting them to find the solution; documenting each action you take
• Customer Support for monetization purposes (e.g. How to & optimize channels)
• Support with Account and Settings (e.g. Resolve content ID and rights management issues)
• Understand and remain up to date with client's policies and guidelines
• Policy, Safety, and Copyright management (ex: Understanding ads, navigation policy, and copyright guidelines)
• Ensuring the resolution of any queries and technical difficulties that customers may have when using the platform.
• Escalate complex problems according to defined procedures
• Provide general and technical support
• Make well-balanced decisions and help resolve inquiries according to defined policies and procedures
• Escalate complex problems according to defined procedures

Your profile

• Native in required language
• C1 or C2 level of English
• 1 year of customer service experience, preferably in a contact centre B2C and/or B2B environment, with live multi-channel customer support (phone, chat, email)
• Good communication skills, both verbal and oral
• Provide general and technical support.
• Identify, troubleshoot, document, and categorize cases and possible bugs.
• Experience a Customer Support role of at least 12 months
• Proactive attitude and strong team-spirit
• Excellent native-level written and spoken communication skills in the language of support
• Be organized and able to manage time and tasks efficiently
• Quick learner and adaptable to learning new processes, concepts, and skills as well as being able to understand that an Operation is an ever-changing organism
• Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
• Ability to handle not only customers emotions, but also being able to empathize with the client s case
• Strong analytical, problem solving and technical troubleshooting skills

We offer

• The pleasant and inspiring working atmosphere
• Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation
• Professional development and a clear career path
• New office facilities in a convenient location in Lisbon
• Training & development opportunities
• Competitive salary & relocation allowance and assistance*
• Free fruit, coffee, tea, water, and a lot more

Location

Lisbon/Santos/Alcantara(Portugal)