[Hiring] Onboarding Customer Support Advisor @Otonomee

Role Description

We are looking for a tech-savvy Onboarding Customer Support Advisor with fluent English and Portuguese language skills who is passionate about delivering outstanding Customer onboarding support via phone and email while driving improvements to the Customer experience.

If you enjoy instructing, problem-solving and helping new Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.

• Customer Onboarding Support Excellence:
  • Provide prompt, friendly, and accurate support & guidance to newly onboarded Momence Customers via phone and occasionally email in English and Portuguese.
  • Offer clear, step-by-step guidance to resolve questions and ensure a smooth onboarding experience for new Momence Customers.
• Customer Education & Interaction:
  • Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
  • Proactively engage with Customers to exceed their expectations, offering solutions that leave a lasting positive impression.
  • Educate & train customers on system setup, correct usage & best practices.
• Proactive Problem Solving:
  • Stay ahead of potential issues by identifying and addressing problems before they escalate.
  • Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
• Product Expertise:
  • Maintain in-depth knowledge of the Momence platform to assist Customers effectively and confidently.
  • Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
• Empathy and Clear Communication:
  • Demonstrate active listening, ensuring customers feel understood and valued.
  • Simplify complex technical information into easy-to-understand instructions.
• Continuous Learning & Quality Assurance:
  • Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
  • Participate in ongoing training and stay up to date with our evolving platform and industry trends.

Qualifications

• Experience: 2-3 years in customer support, with a focus on phone interactions. Previous experience with US, Australian, or New Zealand customers is a plus. Training and/or pre-sales experience would be advantageous.
• Language Skills: Fluent English.
• Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• Communication Skills: Exceptional communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
• Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
• Adaptability: Comfortable working in a fast-paced environment and embracing change.
• Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
• Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.
• Thrives at Fast Pace: Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change.

Requirements

• Schedule: Thursday to Monday 00:00-08:30.

Benefits

• Fully Remote work based in Portugal.
• Salary: €15,250 (Paid in 14 installments).
• Night shift allowance.
• Monthly internet allowance of €20.
• Meal Allowance of €10.46.
• Equipment provided.
• Home office allowance.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility.