Customer Support Agent (Lisbon - Portugal)

As a Customer Support Agent, you will be handling technical queries from customers through various channels, including email, chat, phone, and social media. You will be working in a fast-growing company and will have the opportunity to shape the Dashlane product.

Requirements

• 1 year of experience in technical customer support and potentially with B2B customers
• 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company
• Excellent spoken and written English
• Ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone
• Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives
• Ability to use support platforms such as Zendesk, Slack, and Atlassian
• Experience in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the product/development team, and resolution
• Prior experience working with tech teams like developers/engineers and QA
• Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions

Benefits

• Rotative shifts position (Lisbon time)
• Morning shift comprised between 9am and 6pm
• Afternoon shift comprised between 3pm and 12am
• Night shift comprised between 12am and 9am
• 2 days work from home and 3 days at the office when on the morning shift
• Tuesday is our company day, to allow broader collaboration and social time with a weekly company-sponsored meal
• Wednesday will be your department day for team bonding, and the third day remains your personal choice