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Technical Support Agent (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
15 - 15K yearly
Experience: 
Entry-level / graduate
Work from: 
Portugal

Offer summary

Qualifications:

Experience in technical support or customer service, Aptitude for technology and problem-solving, Proficient with helpdesk/ticketing systems, Fluency in English, additional language advantageous, Flexibility for working hours required.

Key responsabilities:

  • Provide first line technical support
  • Assist client through phone and email
  • Handle incoming support calls trouble tickets
  • Capture key information and resolve issues
  • Maintain exceptional level of Customer satisfaction
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

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Your missions

About The Role
Job Title: Technical Support Agent 
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 15.250 Euros (inclusive of 2 holiday Allowances)
Schedule : Monday to Friday – 8h Rotational Shifts covering the hours between 9am to 3am

Shifts: 9h00 to 17h30/11h00-19h30/13h00-21h30/14h00-22h30. Plus 18h30 to 3h30 (once every 5 to 6 weeks)

ABOUT THE ROLE
 
We are looking for a Technical Support Agent to join the team. This is a permanent work from home position based in Portugal. 
 
The successful candidate will work with our Client, a leading SaaS compliance platform provider, to provide technical support via phone and email. A level of comfort with complex technology, rapidly changing processes and problem solving is essential in this role. 
 
 
WHAT YOU'LL BE DOING
  • Working as part of a technical support team assisting our client. 
  • Providing high quality & Customer focused first line technical support.  
  • Handling incoming support calls & trouble tickets. 
  • Ensuring key information is accurately captured, undertaking relevant technical investigation & resolving complex Customer issues.
  • Developing and maintaining an exceptional level of Customer satisfaction at all touchpoints with the Customer and Client
Your profile
ABOUT YOU
  • Technical support and/or Customer service experience.
  • You have an aptitude for technology and can diagnose, document, and resolve complex technical issues.  
  • Proficient with helpdesk/ticketing systems and mobile platforms. 
  • Excellent written and verbal communication skills.  
  • You can communicate clearly and work effectively within a team.   
  • You speak English fluently. An additional language would be advantageous.
  • Flexibility on working hours. Evening and weekend cover may be required.
  • Have a growth mindset and exciting about working with a company that is changing constantly. 
  • Have remote working experience and capabilities.
Why us?
WHAT YOU GET IN RETURN:
  • Fully Remote work based in Portugal
  • A competitive salary 
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • Equipment provided
  • Home office allowance 
  • A Buddy on joining 
  • Online Gym and Wellbeing Studio.  
  • The opportunity for professional growth.  
  • Fun company events and team outings.  
  • Autonomy and Responsibility
 
OUR RECRUITMENT PROCESS
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
​
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About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Entry-level / graduate
Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

Remote OperationHelp SystemDual LanguageTechnical Support

Soft Skills

  • Technical Acumen
  • Problem Solving
  • Teamwork
  • Physical Flexibility
  • Verbal Communication Skills
  • Customer Service
Are you interested?

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