Phone Support Agent (First Line)

Description

Job Summary: We are seeking a first-line phone support agent focused on customer support, providing accurate information about products and services while ensuring an excellent customer experience. Key Highlights: 1. Telephone, chat, and email support. 2. Advising on services and resolving customer needs. 3. Focus on customer satisfaction with professionalism and empathy. **About the Company** The team.blue ecosystem comprises over 60 technology brands that work daily to help millions of customers thrive online. With a team of over 3\.000 specialists, it currently supports more than 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, operations include the brands AMEN.PT, PTISP, and Dominios.pt, working daily with diverse platforms, technologies, and customer profiles. **Role:** We are looking for a first-line phone support agent whose primary focus will be telephone customer support, with additional responsibilities potentially covering live chat and email support. This professional will be responsible for delivering clear and accurate information about the company’s products and services, as well as processes and procedures related to service acquisition and renewal, always ensuring an outstanding, fast, efficient, and customer-needs-oriented interaction experience. **Responsibilities:** * Provide clarifications to customers 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. * Ensure excellence in customer service, characterized by professionalism, empathy, friendliness, and a strong focus on customer satisfaction. * Manage support requests across multiple contact channels: telephone, 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 experience in customer service; * 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 learning and personal and professional development; * Passion for customer support and helping others; * Team spirit; * Attention to detail; * Technical proactivity; * Solid knowledge and best practices in Customer Support. \#LI\-CC1