Job description
Who We Are
At Platform Science, we’re working to connect everything that moves.
Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.
Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.
We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.
About the Role
As a Customer Support Agent, you are the first point of contact for our customers, handling inquiries via phone and/or email created tickets. Your primary goal is to provide time-sensitive technical support and exceptional customer service for customers using our products and services. You will be responsible for prompt resolution, always aiming for a correct solution, and escalating issues when necessary. This is a crucial, high-impact role that maintains our reputation for quality service. This is a full-time position.
The place of work is located in Portugal and is a fully remote position.
Essential Responsibilities
Handling all support calls via triage, ensuring no calls are rejected, and managing tickets in assigned language queues (FIFO).
Performing initial analysis of reported technical issues and conducting validation calls with customers and follow up with installers.
Managing Return Authorizations (RA) tickets according to established procedures.
Adhering to strict escalation and support policies to ensure prompt resolution or proper hand-off.
Communicating effectively and professionally with customers through various channels (phone, email, tickets).
Experience
Required experience
Fluent Portuguese and Spanish, and proficient English, with the ability to use all languages in formal verbal and written communication.
Comfortable working in an IT and software environment, with the capacity to learn technical processes quickly.
High level of organizational skills, pro-activity, and reliability.
Willingness to learn new products and procedures, with an adaptable mindset.
Nice to have
- Prior experience working in customer support centers (contact center, helpdesk) is a plus.
Traits of a successful candidate
Strong communication skills and patience for working with customers via phone and email.
High level of pro-activity to manage time-sensitive support requests effectively and promptly.
Detail-oriented and reliable, particularly when adhering to support and escalation policies.
Customer-focused approach, always aiming to find a correct and timely solution.
The company offers various benefits to regular, full-time employees including:
25 days annual leave.
EUR 4.73 meal allowance per day worked.
EUR 90 gross monthly home working allowance.
Statutory workers compensation insurance.
