Technical Customer Support Representative with Polish (Lisbon)

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard Polish speaking Technical Customer Support Representative for their Lisbon office.

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Assist enterprise customers, partners and engineers, using various channels


• Respond to customers queries in timely and efficient manner


• Identify the customer issue(s) & potential level of support by gathering relevant information


• Conduct thorough research to investigate problems, with the option to collaborate with other teams


• Escalate the issues to management when appropriate, acting as a customer advocate, and keeping customers informed


• Collaborate with management and engineering teams to address service issues, produce bug fixes, and develop test cases as needed


• Ensure that each support request you handle adheres to client’s Service Level Agreement (SLA), while achieving the highest customer satisfaction by managing expectations and delivering on commitments


• Document your technical work and research in a comprehensive manner


• Proactively address customer satisfaction concerns before they escalate into problems.

REQUIREMENTS:

• Native/fluent in Polish, both verbal and written. Fluent in English (at least B2 level)


• Strong knowledge of Office 365 in an Enterprise environment – particularly, Exchange Online


• Foundations knowledge on Networking, Protocols, Authentication (Basic, Kerberos, NTLM) and PowerShell


• Experience working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active Directory Connect tool (AD Connect)


• Experience working with DNS - Types or records, record creation, DNS management, DNS troubleshooting


• Experience reading network captures/analysis


• Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services


• Resourceful personality that can adapt and remain calm in all situations


• Ability to work independently, while being team player at the same time


• Working schedule: Monday to Friday, rotational shifts in timeframe 08 AM - 06 PM (40 hours a week).

BENEFITS:

• Excellent remuneration package based on experience, skills and performance


• Private health insurance after contract signature


• Relocation support with possibility of using subsidized company accommodation


• Discretionary bonus based on KPIs


• A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere


• Guidance and tools to reach your full potential.