Phone Support Agent (First Line)

Description

Job Summary: We are seeking a first-line phone support agent focused on delivering clear and accurate information about products and services, ensuring an excellent and efficient customer interaction experience. Key Highlights: 1. Strong customer orientation and need resolution 2. Provides clarifications across a broad spectrum of services 3. Manages support via phone, chat, and email **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 range from traditional web hosting, domain, email, VPS, and dedicated server services to 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 customer phone support, potentially also including live chat and email support. This professional will be responsible for providing 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 excellent, fast, efficient, and customer-need-oriented interaction experience. **Responsibilities:** * Provide customer clarifications across a broad knowledge scope, 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, appropriately advising them 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 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 focus on 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 Service. \#LI\-CC1