Onboarding Customer Support Advisor (Remote in Portugal) @ Otonomee

About The Role <strong>Location:</strong> Remote - based in Portugal <br><strong>Terms:</strong> Permanent Contract / Full-Time 40h weekly <br><strong>Salary:</strong> €15,250 (Paid in 14 installments) <br><br>We are looking for a tech-savvy <strong>Onboarding Customer Support Advisor</strong> with fluent English and Portuguese language skills who is passionate about delivering outstanding Customer onboarding support via phone and email while driving improvements to the Customer experience. <br><br>If you enjoy instructing, problem-solving and helping new Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal. <br><br><strong>About our Partner</strong><br>Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more. <br>Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences &amp; automating backend admin such as taking bookings &amp; closing new leads. <br><br><strong>Schedule: </strong><br>Available schedules are as follows: <br><ul><li><span><span>Saturday to Wednesday 15:30-00:00</span></span></li><li><span><span>Wednesday to Sunday 15:30-00:00</span></span></li><li><span><span>Saturday to Wednesday 00:00-08:30</span></span></li><li><span><span>Thursday to Monday 00:00-08:30</span></span></li><li><span><span>Monday to Wednesday 15:30-00:00 &amp; Saturday &amp; Sunday 08:30-17:00</span></span></li></ul> <br><em>We will endeavour to assign preferred schedules to successful candidates but this cannot be guaranteed. <br></em><br><strong><br>WHAT YOU'LL BE DOING </strong><br> <br><strong>Customer Onboarding Support Excellence: </strong><br><ul><li><span><span>Provide prompt, friendly, and accurate support </span><span>&amp; guidan</span><span>ce </span><span>to </span><span>newly onboarded Momence </span><span>C</span><span>ustomers via </span><span>phone </span><span>and </span><span>occasionally </span><span>email </span><span>in English </span><span>and Portuguese</span><span>.</span><span> </span></span></li><li><span><span>Offer cl</span><span>ear, step-by-step guidance to resolve questions and ensure a smooth </span><span>onboarding </span><span>experience for new Momence Customers</span><span>. </span></span></li></ul> <br><strong>Customer Education &amp; Interaction: </strong><br><ul><li><span><span>Respond to inquiries with empathy, professionalism, and an understanding of customer needs. </span></span></li><li><span><span>Proactively engage with </span><span>C</span><span>ustomers to exceed their expectations, offering solutions that leave a lasting positive impression. </span></span></li><li><span><span>Educate</span><span>&amp; train customers on system setup, correct usage &amp; best practices. </span></span></li></ul> <br><strong>Proactive Problem Solving: </strong><br><ul><li><span><span>Stay ahead of potential </span><span>issues by id</span><span>entifying and addressing problems before they escalate. </span></span></li><li>Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products. </li></ul> <br><strong>Product Expertise: </strong><br><ul><li><span><span>Maintain </span><span>in-depth knowledge of </span><span>the Momence </span><span>platform to assist </span><span>C</span><span>ustomers effectively and confidently. </span></span></li><li><span><span>Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others. </span></span></li></ul> <br><strong>Empathy and Clear Communication: </strong><br><ul><li><span><span>Demonstrate active listening, ensuring customers feel understood and valued. </span></span></li><li><span><span>Simplify complex technical information into easy-to-understand instructions. </span></span></li></ul> <br><strong>Continuous Learning &amp; Quality Assurance:</strong> <br><ul><li><span><span>Uphold commitment to delivering high-quality support by adhering to best practices and quality standards. </span></span></li><li><span><span>Participate in ongoing training and stay up to date with our evolving platform and industry trends. </span></span></li></ul> <br><strong>OUR RECRUITMENT PROCESS </strong><br> <br>Our recruitment process is 3 stages. <br> <br><ol><li><span><span>30 min Teams interview with the Recruitment Team</span></span></li><li><span><span>Language test if applicable to the role</span></span></li><li><span><span>45 min Teams interview with the Hiring Team</span></span></li></ol><br><br> Your profile <ul><li><span><span><strong>Experience</strong></span></span><span><span><strong>:</strong> 2-3 years in customer support, with a focus on </span><span>pho</span><span>ne </span><span>interac</span><span>tions</span><span>. </span><span>P</span><span>revious </span><span>experience with US, Australian, or New Zealand customers is a plus. </span></span><span><span>Training </span><span>and/or pre-sales experience would be advantageous.</span></span><span><span> </span></span></li><li><span><span><span style="color:rgb(31,31,31);font-family:Arial, Helvetica, sans-serif;font-size:14px;font-style:normal;font-weight:400;text-align:left;text-transform:none;background-color:rgb(255,255,255);display:inline;"><strong>Language Skills</strong></span></span></span><span><span><strong>: </strong></span><span>Fluent English </span><span>and Portuguese </span><span>lang</span><span>uage ski</span><span>lls are required </span><span>for this role</span><span>.</span></span></li><li><span><span><strong>Tech-Savvy:</strong></span></span><span><span> Comfortable with technology and able to troubleshoot tier 1 technical issues.</span></span></li><li><span><span><strong>Communication Skills</strong></span></span><span><span>: Exceptional communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively. </span></span></li><li><span><span><strong>Customer Focus</strong>:</span></span><span><span> A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism. </span></span></li><li><span><span><strong>Adaptability</strong>:</span></span><span><span> Comfortable working in a fast-paced environment and embracing change. </span></span></li><li><span><span><strong>Team-Oriented</strong>:</span></span><span><span> Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment. </span></span></li><li><span><span><strong>Growth Mindset</strong>:</span></span><span><span> A curiosity and eagerness to learn, adapt, and contribute to continuous improvement. </span></span></li><li><span><span><strong>Thrives at Fast Pace</strong>: </span></span><span><span>Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change</span><span>.</span></span></li></ul> Why us? <strong>WHAT YOU GET IN RETURN: </strong><br> <br><ul><li><span><span>Fully </span><span>R</span><span>emote work based in Portugal</span></span></li><li><span><span>A competitive salary</span></span></li><li><span><span>Night shift allowance</span></span></li><li><span><span>Monthly internet allowance of </span><span>€20</span></span></li><li><span><span>Meal </span><span>A</span><span>llowance </span><span>of €10.46</span></span></li><li><span><span>Equipment provided</span></span></li><li><span><span>Home office allowance </span></span></li><li><span><span>Online Gym and Wellbeing Studio. </span></span></li><li><span><span>The opportunity for professional growth. </span></span></li><li><span><span>Fun company events and team outings. </span></span></li><li><span><span>Autonomy and Responsibility</span></span></li></ul><span><span>OTO1</span></span>