Customer Support Agent (Lisbon - Portugal)
Lisbon, Portugal
Dashlane's mission is to deliver the credential security every business and employee needs to thrive. Our top-rated platform pairs enterprise-grade security with consumer-grade design, empowering everyone to be part of the credential security solution. More than 24,000 organizations and millions of individuals globally use Dashlane to secure and manage their credentials while building toward a passwordless future.
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 technical queries from our customersthrough a wide range of channels including email, chat, phone, and social media. Those queries could rangefrom account questions, billing-related inquiries, and support ranging from basic how-to questions about the app to more complex questions that may require escalations.
We are looking for people who are passionate about helping others and are interestedin technology and the latest technology trends.
This is the perfect role for someone who already has astrongbackground or relevant experience in technical customer support and who has ideally worked in customer-facing roles.
If that's who you are, and if you are eager to join a fast-growing company, this might be your next challenge.
What else do you need to know?
- Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week)
- Rotative shifts position (Lisbon time)
- Morning shift comprised between 9am and 6pm
- Afternoon shift comprised between 3pm and 12am
- Night shift comprised between 12am and 9am
Location
- Hybrid work arrangement since youwill be based in Lisbon. Our office is located in the centre of the city.
- 2 days work from home and 3 days at the office when on the morning shift.
Tuesday is our company day, to allow broader collaboration and social time with a weekly company-sponsored meal.
Wednesday will be your department day for team bonding, and the third day remains your personal choice.
- Respond to B2C and B2B customers' questions rapidly and clearly - this entails questions related to the Dashlane app and will also be providing technical supporttowards account/login/billing-related issues
- Take ownership of solving a wide range of customer queries that come through email, chat, and social media with effective probing, and troubleshooting so you can isolate, investigate and resolve the issue
- Comply with and suggest improvements for ticket categorization and issue identification guidelines but also with the Dashlane and quality expected from our standards of service
- Reach for productivity and quality KPIs aligned with the team goals by resolving all questions and concerns
- Play a big role in sharing relevant feedback with the product team and hence in shaping the Dashlane product
- Help update/create content for our internal knowledge base and our help centre, making your job and that of your peers easier in the future
- Test and reproduce issues to troubleshoot and help the 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 and Level 3 support teams to improve overall product knowledge, and to escalate more complex issues that require Senior expertise
To accomplish the above,you will work cross-functionally with different teams such as Engineering, Development, Product, and QA .
Requirements:
- You have 1 year of experience in technical customer support and; potentially with B2B customers
- You have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company
- Excellent spoken and written English
We're also looking for:
- The ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone.
- Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives.
- The ability to use support platforms such as Zendesk (ideally, as a plus you are familiar with Slack as an internal communication tool and Atlassian as a Knowledge Base interface).
- Experience in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the product/development team, and resolution.
- Prior experience working with tech teams like developers/engineers and QA .
- Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions.
Diversity, Equity, Inclusion and Belonging at Dashlane:
As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here .
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How do you identify in terms of gender? * Select...
As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. As set forth in Dashlane's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. The goal for collecting this data is to conduct internal Recruitment D&I studies, to assess our diverse hiring strategies for the company worldwide. See more about this here .
Do you confirm your residency status/visa status is valid and allows you to work legally in Portugal? * Select...
Are you currently able to work the below shifts? * Select...
- Rotating days off;
- 3 rotating shifts, including weekends (9 am to 6 pm; 3 pm to 00 am; 00 am to 9 am)
Are you comfortable working hybrid 3 days/week from our Lisbon office? * Select...
(you'll be asked to work from our office 3 times per week when doing the morning shift - 9 am to 6 pm)
Please share your compensation expectations for this role (gross value per month) *
When would you be available to start? *
Are you fluent in English (written and spoken)? * Select...
Which of the following channels do you have experience with? *
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