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Support Specialist

guestcentric.com Logo

Guestcentric

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Location:
Portugal , Algés, Lisbon

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are evolving for 2026 and looking for a Support Specialist to anchor our brand-new Global Contact Center in Lisbon. Why you’ll love this role: Industry-Leading Excellence: Join a team that maintained a 99.12% coverage ratio in 2025 and boasts a stellar 88 NPS for support satisfaction. Innovate with AI: Be a key part of our "Scaling Excellence" initiative, using AI and automation to move beyond manual limits. Master the Tech: Tackle L2 technical complexities across Channel Management and Website components for a global client base. Digital-First Focus: Help us lead the way in our fastest-growing channel—Chat—while providing expert assistance across digital platforms.

Job Responsibility:

  • Case Management: Manage the full lifecycle of L1/L2 support tickets, ensuring we maintain our 2025 performance of resolving 93% of L1 cases within 24 hours.
  • Multi-Channel Support: Provide expert assistance primarily via Chat (our fastest-growing channel) and Phone, adapting to a shift in client behavior toward digital-first interactions.
  • Technical Troubleshooting: Resolve complex "Requests" and "Problems"
  • Client Education: Conduct live training sessions to empower clients
  • Operational Health: Collaborate with our Back-office and Optimization units to vet technical issues before they reach Engineering, ensuring high-quality data and minimal "noise" for developers

Requirements:

  • 1-3 years in a technical support or customer success role
  • Tech Hospitality Expertise: We highly value candidates who have worked within the tech hospitality industry (SaaS, Channel Managers, or Booking Engines)
  • Technical Proficiency: Ability to handle L2-level technical complexity, particularly surrounding Channel Management and Website components.
  • Communication: Exceptional written and verbal communication skills, with a focus on Chat-based efficiency.
  • Efficiency: Proven ability to maintain a high volume of case resolutions—our top agents currently average over 200 cases per month.
  • Language: Fluency Ingles, with the ability to support our primary EMEA market and growing US presence
What we offer:
  • Hybrid Working
  • Great Team Mates
  • Fun time at team buildings
  • Free coffee
  • Birthday day off
  • MacBook Laptops for work

Additional Information:

Job Posted:
January 29, 2026

Work Type:
Hybrid work
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