Twistag is a Lisbon-based digital agency. We design and develop unique websites and digital products for clients, including Autodesk, Nike, Sanofi, Volkwagen, and Zeotap.
We’re looking for a talented Customer Support person to join our team (hybrid position) and help support live VOIP software and application.
Although we are located in Av. de Berna, Lisbon, we have a remote-first culture, and our dev team is spread out around continental Portugal and the Islands.
In your role, you will:
Help software users overcome technical concerns in real-time;
Reproduce and troubleshoot software and data issues in test and production environments;
Manage the escalation of incidents in a timely and efficient manner, following established guidelines; ensure incidents are accurately reported to all project stakeholders;
Collect and share customer feedback with internal teams and recommend creative solutions to improve the customer experience;
Provide regular two-way communication between the customer and Twistag to provide strong team representation and set proper customer expectations
Serve as Twistag’s customer-facing point of contact, and manage customer expectations;
We are looking for people with:
Passion for achieving customer satisfaction;
High level of initiative and works well in a team environment;
Ability to calmly lead escalated customer situations to resolution
Excellent organizational skills and attention to detail;
Support customers from multiple countries;
Experience with web, voice, email, and instant messaging tools;
Experience with platforms like Jira, G Suite, and Slack;
Excellent leadership, collaboration, and communication skills;
Offer:
Health Insurance, including ophthalmologist and dentist (possibility of adding a household);
Laptop (Mac or Windows)
600€ budget for office equipment (table, chair, monitor, etc.)
2000€ budget for learning;
Free vacation day on your birthday;
Hybrid Work (Remote and Lisbon office).
Are you the Customer Support Specialist we are looking for? If so, please contact [email protected] with relevant links and your CV.