Admin Support (1st Line)

Description

Job Summary: We are seeking an Administrative Support (1st Line) professional to handle telephone, chat, and email support, with a focus on delivering clear information and ensuring an outstanding customer contact experience. Key Highlights: 1. Focus on telephone support, live chat, and email. 2. Responsible for providing clear and accurate information about products and services. 3. Ensure excellent service delivery with professionalism and empathy. **About the Company** The team.blue ecosystem comprises over 60 technology brands working daily to help millions of customers thrive online. With a team of more than 3,000 specialists, it currently supports over 3.5 million customers across Europe and beyond. Group brands span traditional web hosting, domains, email, VPS, and dedicated servers, as well as modern SaaS platforms and productivity, collaboration, automation, and artificial intelligence solutions. In Portugal, the operation includes the brands AMEN.PT, PTISP, and Dominios.pt, working daily with diverse platforms, technologies, and customer profiles. **Role:** We are looking for a 1st-Line Admin Support professional whose primary focus will be customer telephone support, with additional responsibilities potentially including live chat and email support. This professional will be responsible for providing clear and accurate information regarding the company’s products and services, as well as processes and procedures related to service acquisition and renewal, always ensuring an excellent, fast, efficient, and customer-needs-oriented contact experience. **Responsibilities:** * Provide customer clarifications across a broad knowledge spectrum, including: Service acquisition and renewal; Payment methods and billing; Domain name registration, renewal, and transfer; Email services; Web hosting services; Website creation tools. * Identify, analyze, and clarify customer needs, advising them appropriately on existing or most suitable services. * Analyze, triage, and escalate support requests requiring second-level support intervention. * Deliver excellent service characterized by professionalism, empathy, friendliness, and a strong focus on customer satisfaction. * Manage support requests across multiple contact channels: phone, live chat, and/or email. **Knowledge and Skills:** * Strong motivation for customer interaction; * Good verbal and written communication skills; * Interest and aptitude for Customer Support; * Strong customer orientation and commitment to resolving their needs; * High organizational and information management capability; * Prior customer service experience; * Knowledge of payment methods and billing; * Knowledge of domain name registration and management; * Knowledge of shared hosting; * Proficiency in Microsoft Word, Excel, and Outlook; * English language proficiency. **Key Competencies** * Continuous interest in personal and professional learning and development; * Passion for customer support and helping others; * Team spirit; * Attention to detail; * Technical proactivity; * Solid knowledge and best practices in Customer Support. **"Be Yourself"** Everyone is welcome here. Diversity and Inclusion are our priorities. Far beyond technical competence, we value respect and trust-based collaboration. Intolerance is not tolerated. #LI-CC1