Level 2 Technical Support, Portugal

Join a fast-paced Helpdesk team supporting payment infrastructure. As an L2 Support Specialist, you'll handle inbound calls for payment terminal issues and resolve escalated issues that keep payment terminals running smoothly across the country. You'll gain hands-on exposure to internal enterprise tools, and along the way, you'll pick up a solid understanding of how the wider support operation works, from the field to the final client. It's a role with real technical depth in a team that moves fast. This is an opportunity to deepen your technical expertise and make a real difference to our customers' payments experience.

Responsibilities

Answer inbound calls from clients, partners and field agents, providing timely and accurate first-point support; Handle escalated (L2) support cases beyond first-line resolution, diagnosing and resolving technical and operational issues related to payment terminals; Monitor and respond to client communications via Outlook and Chat, maintaining SLA compliance; Analyze recurring issues and contribute to root-cause identification and process improvement; Collaborate with internal teams and external partners to ensure end-to-end resolution

Requirements

Previous experience in technical helpdesk (L1/L2 level), ideally in IT services; Familiarity with CRM/ticketing systems; Good written and verbal communication skills in Portuguese and English; Team player mindset with a proactive, ownership-driven approach

Nice to have

Salesforce experience is a strong plus