About this role
Act as the first point of contact for users, ensuring proper ticket handling and routing to the right support team.
Main responsibilities:
Receive and review user tickets.Check that the ticket contains the required information.Contact the user when additional information is needed.Perform basic checks and first-level troubleshooting.Solve simple and known issues using existing procedures and documentation.Categorize and prioritize tickets correctly.Route complex or functional/technical issues to the appropriate L2/L3 team.Keep tickets updated and ensure proper follow-up.Support users with clear and simple communication.Contribute to knowledge documentation and continuous improvement.
Previous experience in accounting or financial processes.Good understanding of basic accounting concepts, such as:Accounts Payable / Accounts ReceivableGeneral LedgerInvoices and paymentsCost centersMonth-end closing activitiesExperience with SAP is a plus, especially SAP FI, but not mandatory.Good communication and customer-oriented mindset.Ability to understand a user issue, perform basic analysis and collect the right information before escalation.Organized, rigorous and able to follow procedures.Comfortable working in an international environment.Good level of French and English. Work Location: Lisbon or Porto