About the role:

Our Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. Your day-to-day will be focused on handling queries from our customers through a wide range of channels including email, chat, and social media. Are you someone with strong communication and problem solving skills who enjoys helping people? You'll be trained to solve complex issues by our in-house experts.

As a Customer Support Agent, besides helping Dashlane users resolve their questions and concerns, you will not only help assist internal customers with their product-related concerns and but also play a role in sharing customer feedback across the organization.

The position is based in Portugal and you will have the choice to work in office (Lisbon) or remotely anywhere in Portugal.

At Dashlane, you will:

• Respond to customer questions rapidly and clearly - this entails questions related to Dashlane product, customer account, billing and how to make the most of Dashlane
• Take ownership of solving a wide range of customer problems that come through email, chat and social media through effective probing and troubleshooting
• Comply with and suggest improvements for ticket categorization and issue identification guidelines. You play a big role in sharing relevant feedback with product team and hence in the shaping of Dashlane product.
• Test and reproduce issues in order to troubleshoot and help Dashlane product team identify and fix bugs
• Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team
• Work closely with the Level 2 support team to improve overall product knowledge, and to escalate complex issues that require Senior Agent's Support
• Update/create content for our internal knowledge base and our help center, making your job and that of your peers easier in the future

To accomplish the above, you will work with cross-functionally with different teams such as Engineering, Development, Product, and QA.

We are looking for people that are passionate about helping others, have an interest in technology and the latest internet trends, are naturally curious and eager to join a fast-growing company.

This is the perfect role for someone who already has a strong background or relevant experience in technical support and who has ideally worked in customer facing roles before.

Requirements:

• You can demonstrate excellent spoken and written English. You’re able to communicate technical topics to customers and coworkers simply and clearly.
• You've 1+ years of experience providing customer support, preferably in SaaS environment or a tech company
• You're quality driven with a passion for creating extraordinary customer experiences, while being able to help your team achieve efficiency and productivity objectives
• You are comfortable using support platforms such as Zendesk
• You’re experienced in managing support tickets throughout the entire support life-cycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the product/development team, and to resolution.
• Experience working with tech teams like developers/engineers and QA
• Experience in troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions

What else do you need to know?

• Full-time 8h/day between Monday to Sunday, including weekends and bank holidays
• Rotative shifts currently comprised within 9am and 12am (Lisbon time)
• Great culture and multicultural work environment