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Customer Support Specialist @ Twistag

Description

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.