In collaboration with a leading Outsourcing/BPO consultancy, we are looking for a Czech-speaking Technical Customer Support Representative to join their dynamic team in Lisbon. You’ll have the opportunity to work with enterprise customers and partners, assisting them with complex technical issues while providing top-tier customer service. If you’re passionate about technology and enjoy problem-solving, this role is for you!
Location: Lisbon, Portugal
Employment Type: Full-time
Remuneration: Base salary

What You’ll Do:

As a Technical Customer Support Representative, you will be the go-to expert for troubleshooting and resolving technical issues. Your responsibilities will include:

• Customer Assistance: Respond to customer queries efficiently across various channels, ensuring their issues are addressed in a timely manner.
• Identify and Troubleshoot Issues: Gather relevant information to identify the problem and determine the level of support needed.
• Research and Investigate: Conduct in-depth research to resolve technical issues, collaborating with other teams when necessary.
• Escalation and Advocacy: Escalate unresolved issues to management while advocating for the customer, ensuring they are kept informed throughout the process.
• Collaborate with Engineering Teams: Work alongside engineering teams to address service issues, develop test cases, and assist in producing bug fixes.
• Meet Service Level Agreements (SLAs): Ensure that each case you handle meets the client’s SLAs, while delivering excellent customer satisfaction by managing expectations and following through on commitments.
• Document Your Work: Maintain detailed records of your technical work and research to ensure thorough documentation.
• Proactive Customer Care: Address potential customer satisfaction concerns before they escalate into larger problems.

What You Bring:

• Language Skills: Native or fluent in Czech (verbal and written), with strong English skills (B2 level or higher).
• Technical Expertise: Strong knowledge of Office 365 in an enterprise environment, particularly Exchange Online.
• Networking & Authentication Knowledge: Familiarity with Networking, Protocols, Authentication (e.g., Kerberos, NTLM) and Power Shell.
• Office 365 Tools Experience: Experience with Office 365 Directory Synchronization (Dir Sync) and Microsoft Azure Active Directory Connect (AD Connect).
• DNS Expertise: Proficiency in DNS record types, DNS management, and troubleshooting.
• Active Directory Skills: Experience working with Active Directory (FSMO roles, Domains and Trusts, Sites and Services).
• Problem-Solving: Ability to read network captures and conduct network analysis.
• Team Player: Ability to work both independently and as part of a supportive, team-oriented environment.
• Adaptability: A resourceful, calm personality capable of handling high-pressure situations.

Working Schedule: Monday to Friday, rotational shifts from 08:00 AM to 05:00 PM (40 hours per week).

What’s in It for You:

• Competitive Salary: An excellent remuneration package based on your experience, skills, and performance.
• Health Coverage: Private health insurance after contract signing.
• Relocation Support: Assistance with relocation, including subsidized company accommodation.
• Performance Bonuses: Discretionary bonuses based on KPIs and achievements.
• Team Atmosphere: Join a dynamic, multilingual, and multicultural team with a positive and creative atmosphere.
• Career Development: Access to guidance and tools to help you reach your full potential.

If you’re ready to take your technical support career to the next level and enjoy life in beautiful Lisbon, apply today!