Customer Support Technician

Description

Job Summary: We are looking for a responsible and communicative, customer-oriented professional to join our support team, assisting customers with product usage and resolving issues. Key Highlights: 1. Integration into a growing technology company 2. Training and mentoring during onboarding 3. Opportunity for professional growth About Marca AI Marca AI is a Portuguese technology company that develops digital solutions to help businesses improve their online presence, communication, and commercial processes. We are seeking a responsible, communicative, and customer-oriented individual to join our support team. Responsibilities * Respond to support requests via email, phone, and other digital channels. * Assist customers in using Marca AI products and services. * Diagnose issues and deliver clear, efficient solutions. * Log and track requests in a support platform or CRM. * Escalate technical issues to the relevant team when necessary. * Follow up on each request until resolution. * Create and update documentation, FAQs, and user guides. * Collect customer feedback and share it with internal teams. * Ensure a positive experience before, during, and after service usage. * Identify opportunities to improve customer service processes. Required Profile * Strong written and verbal communication skills in Portuguese. * Professional, empathetic, and helpful attitude. * Ability to explain technical topics in simple terms. * Organizational skills and attention to detail. * Ability to manage multiple requests simultaneously. * Autonomy and strong sense of responsibility. * General knowledge of IT and digital tools. * Ability to quickly learn new products and systems. * Willingness to work collaboratively in a team. Preferred Qualifications * Experience in customer support, helpdesk, or customer success. * Experience with software, digital platforms, or technology services. * Familiarity with support tools and CRM systems. * English language proficiency. * Basic technical troubleshooting knowledge. * Experience with tools such as Zendesk, Intercom, Freshdesk, HubSpot, or similar. * Experience in SaaS, digital marketing, or technology companies. What We Offer * Integration into a growing technology company. * Initial training on Marca AI products and services. * Close mentoring during the onboarding period. * A dynamic and collaborative work environment. * Remote or hybrid work options. * Opportunity for professional growth. * Direct involvement in improving products and customer experience. * Competitive compensation based on experience. Salary: €920.00 \- €1,757.49 per month Work Location: Hybrid remote work in Vila Nova de Famalicão