customer support l2 em lisboa

data de publicação
contacto
josé pestana, randstad portugal
tipo de emprego
permanentes
candidate-se agora

detalhes da oferta

data de publicação
local
lisboa
empregos
Tecnologias de Informação
tipo de emprego
permanentes
número de referência
RO-2019-64711
contacto
josé pestana, randstad portugal
candidate-se agora

oportunidade de emprego

Our Customer Support Team is here to help and to deliver first-class support in a simple, effective and
timely manner to our growing Dashlane community. Day-to-day you will be handling queries from
our customers through a wide range of channels including email, chat, social media and phone.
As the Customer Support Specialist and technical expert of the team, besides answering questions and
troubleshooting complex technical issues, you will also have additional tasks.
At Dashlane you will:
• Assist with ticket escalations from Level 1 Customer Support Agents
• Troubleshoot and investigate our most complex technical issues that involve using logs and monitoring
tools
• Escalate and raise bugs for technical issues that you cannot solve to development/engineering team
• Work closely with Product and Development teams to communicate appropriate temporary
workarounds when necessary
• Provide Support reports about major technical issues
• Update/create content for our internal knowledge base and our help center (article, videos)
• Provide technical training to other team members and build an internal technical product knowledge
database to leverage the team's productivity

competências

Fluency in English is mandatory (French or German are a plus)
Ideally 1-3+ years providing technical customer support, preferably for a software or tech company
Experience using Zendesk or other ticketing systems
Experience working with developers/engineers and QA teams
Experience supporting both Windows and macOS X environments as well as Android and IOS
Experience in troubleshooting technical issues that can arise on web apps, mobile apps, local software,
and web extensions

principais responsabilidades

Our Customer Support Team is here to help and to deliver first-class support in a simple, effective and
timely manner to our growing Dashlane community. Day-to-day you will be handling queries from
our customers through a wide range of channels including email, chat, social media and phone.
As the Customer Support Specialist and technical expert of the team, besides answering questions and
troubleshooting complex technical issues, you will also have additional tasks.
At Dashlane you will:
• Assist with ticket escalations from Level 1 Customer Support Agents
• Troubleshoot and investigate our most complex technical issues that involve using logs and monitoring
tools
• Escalate and raise bugs for technical issues that you cannot solve to development/engineering team
• Work closely with Product and Development teams to communicate appropriate temporary
workarounds when necessary
• Provide Support reports about major technical issues
• Update/create content for our internal knowledge base and our help center (article, videos)
• Provide technical training to other team members and build an internal technical product knowledge
database to leverage the team's productivity

oferta

This role is based in Lisbon
• Full-time 8h/day between Monday to Sunday, including weekends and bank holidays
• Rotative shifts comprised within 8am and 1am (Lisbon time)
• Great culture and multicultural work environment
• Base salary (x14 months) + Meal Allowance + health assurance + flex benefit package
• We offer coffee, drinks and snacks at the office as well as kitchen space