Level 1 Technical Support, Portugal

Description

The company has spent more than 40 years in electronic payment technology and is one of the largest providers of payment systems worldwide.

It works with retailers, merchants, banks and third-party partners to design and deliver payment solutions globally.

You would join the Helpdesk team in Portugal, which supports payment infrastructure and moves quickly.

You would handle calls about payment terminals that keep payments running across the country, and you would learn how support works from the field through to the end client.

The role offers hands-on use of internal enterprise tools and real technical depth.

Responsibilities

• Take inbound calls from clients, partners and field agents and provide first-point support that is prompt and accurate.
• Escalate complex or unresolved cases to L2 support, with clear and complete documentation.
• Read and reply to client messages in Outlook and Chat while keeping to SLA targets.
• Look into recurring issues to help find root causes and suggest process improvements.
• Meet individual and team KPIs, including call handling time, abandonment rate, first-contact resolution and SLA compliance.
• Work with internal teams and external partners to resolve issues from start to finish.

Requirements

• Prior experience in technical helpdesk work at L1 or L2 level, ideally within IT services.
• Comfort working in a call centre or other high-volume support setting.
• Familiarity with CRM and ticketing systems. Salesforce experience is a strong plus.
• Good written and spoken communication in Portuguese and English.
• A team player who is proactive and takes ownership of problems.

Conditions

The role is office-based, as the company believes colleagues working in the same place benefits career development and business results.

The company is an equal opportunity employer.