Portuguese Customer Support Agent

Helpware is a global company providing outsourcing and customer operations with teams in the USA, Mexico, Ukraine, Albania, and the Philippines. We partner with innovative companies and help them scale by taking over operational processes so their teams can focus on strategic, high-value work.

We are growing and opening a position for a Portuguese Customer Support Agent.

Key Responsibilities:

• Provide first-class support to customers in English and Portuguese via a ticketing system following reply structure
• Entering data into a CRM, other online tools, and cloud-based platforms
• Diagnose and troubleshoot customer technical problems
• Document and investigate in-game bugs for the team
• Know the games inside out to ensure all players queries are addressed appropriately
• Communications with Game Leads
• Follow communication procedures, guidelines, and policies
• Other related tasks assigned by managers of the Clients and/or Helpware

Qualifications:

• B2 in both written and spoken Portuguese/English.
• Computer skills are mandatory, experience with CRM preferred
• Highly motivated, self-starter while also being a team player.
• Highly organized, having time management skills including the ability to organize and prioritize
• Ability to research and grasp technical information across multiple tools
• Ability to take feedback and constructive criticism.
• Real passion for customer service and ownership of the customer experience including comprehensive issue resolution
• Teamwork mentality with an aptitude for sharing expertise and appreciating feedback
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn while accepting new challenges
• Courteous, confident, and outgoing personality with exceptional customer service skills
• Experience with Zendesk or Helpshift would be a plus

We Offer

• Competitive compensation linked to USD rate
• Medical insurance after the trial period
• English classes
• Schedule: Sunday — Thursday, 8-hour shifts
• Corporate training and events
• Opportunity to work in a global company with career-growth potential