Customer Support Advisor with Spanish (Remote in Portugal)

Role overview

A remote, full-time customer support role based in Portugal, focused on delivering frontline technical assistance in both English and Spanish. The position backs a telecom-as-a-service platform and involves helping customers troubleshoot issues across multiple channels within rotating shift hours. It suits someone with strong technical aptitude who enjoys solving problems and collaborating closely with product and engineering teams.

Responsibilities

- Deliver first-line customer support in English and Spanish across multiple communication channels, handling both basic and advanced troubleshooting. - Log and resolve queries in the internal support system, meeting service-level agreements tied to customer contracts. - Escalate complex issues quickly to product, engineering, and customer success teams with clear, well-documented handoff notes. - Track recurring questions and contribute to a knowledge base that empowers customers and reduces repeat tickets. - Proactively review support processes and suggest improvements to help operations scale efficiently.

Requirements

- Fluency in English and Spanish, written and verbal. - Prior experience in technical support or customer service. - Aptitude for diagnosing, documenting, and resolving complex technical issues. - Comfort with helpdesk and ticketing systems as well as remote-access tools. - Clear communication skills and ability to collaborate effectively within a team.

Benefits and work setup

- Fully remote work within Portugal on a permanent full-time contract of 40 hours per week. - Rotational 8-hour shifts covering 6am to 10pm, Monday through Sunday. - Internet allowance, equipment provided, and a home office allowance. - Buddy onboarding support, online gym and wellbeing resources, plus team events. - Opportunities for professional growth and meaningful autonomy in day-to-day work.