Customer Support Agent (Lisbon - Portugal)

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 customers through a wide range of channels including email, chat, phone, and social media. Those queries could range from account questions, billing-related inquiries, and support ranging from basic how-to questions about the app to more complex questions that may require escalations.

Responsibilities

Respond to B2C and B2B customers' questions rapidly and clearly - this entails questions related to the Dashlane app and will also be providing technical support towards account/login/billing-related issues; Take ownership of solving a wide range of customer queries that come through phone, 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; Work cross-functionally with different teams such as Engineering, Development, Product, and QA

Requirements

1 year of experience in technical customer support, potentially with B2B customers; 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company; Excellent spoken and written English; 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; Ability to use support platforms such as Zendesk; 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

Nice to have

Familiarity with Slack as an internal communication tool; Familiarity with Atlassian as a Knowledge Base interface; Experience in customer-facing roles

Benefits

Flex Benefits - allocate a monthly amount to a pool of benefits; Health insurance covered by Dashlane; 5 extra vacation days each year, plus your birthday off; Company wide well-being days (one per quarter); Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption; Donation matching program - Dashlane will match your donations to organizations driving positive impact in historically marginalized communities; Access mental health services through Spring Health, available for you and your family members; Team building & social events - weekly lunch in the office and monthly happy hour