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.