about the role
We are looking for a Customer Support Advisor to join the team.
Annual Gross Salary: 20.000 euros (inclusive of 2 holiday allowances; Plus Nights Allowance). Allowances: Internet allowance of 20 euros per month and meal allowance of 10.46 euros per day. Schedule:Monday - Friday 8:00 - 16:30.
Our Partner:
The successful candidate will be supporting our partner, Gigs. Backed by Google Gradient Ventures and Y Combinator, as well as the investors behind Facebook, Dropbox, and Airbnb, Gigs is the world's first telecom-as-a-service platform.
The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels. If you're passionate about technology and enjoy helping people, we'd love to hear from you!
What you'll be doing:
Provide frontline Customer Support in English and German
You will be the first in line for Customer Support, offering a warm and understanding ear as the point of contact for our customers, helping with basic and advanced troubleshooting, serving customers via multiple channels.
You will work in our support system, as well as other related internal systems, and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts.
You'll provide exceptional support to resolve customer issues and requests swiftly.
You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and ensure relevant information is being passed on effectively and promptly.
You will track and develop frequently asked questions with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries.
Take a proactive approach in analysing our processes, suggesting and implementing improvements to help our operations grow efficiently and effectively to provide world-class support.
Our recruitment process:
30 min Teams interview with the Recruitment Team.
Language test if applicable to the role.
45 min Teams interview with the Hiring Team.
your profile
About you:
You are fluent in English and German
You have previous experience in a technical support and/or Customer service role.
You have an aptitude for technology and can diagnose document and resolve complex technical issues.
Proficient with helpdesk/ticketing systems and remote access tools.
Excellent written and verbal communication skills.
You can communicate clearly and work effectively within a team.
why us?
What you get in return:
FullyRemote work based in Portugal
A competitive salary.
Flexible benefits including Health Insurance.
Meal allowance (€10.46).
Internet Allowance (€20 monthly).
Equipment provided.
Home office allowance.
A Buddy on joining.
Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility.
Otonomee is an AI platform company building artificial intelligence capabilities for the contact center and business process outsourcing (BPO) industry. The company develops three categories of AI tools: internal operational tools that improve how the business runs, frontline agent tools that enhance contact center representative effectiveness, and selective client-facing solutions where existing platforms cannot meet specific needs. Otonomee is building an enterprise AI platform on Azure designed to integrate with major CX platforms like Zendesk, Genesys, and Intercom. The company is in its early stage, establishing its product and engineering foundation with a focus on AI-native development and real-world deployment in contact center environments.
