Customer Support Agent

About the role:

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.

We are looking for people who are passionate about helping others and are interested in technology and the latest technology trends.
This is the perfect role for someone who already has a strong background or relevant experience in technical customer support and who has ideally worked in customer-facing roles.

If that's who you are, and if you are eager to join a fast-growing company, this might be your next challenge.

What else do you need to know?

• Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week)
• Rotative shifts position (Lisbon time) 
  • Morning shift comprised between 9am and 6pm
  • First afternoon shift comprised between 1pm and 10pm
  • Second afternoon shift comprised between 3pm and 12am 
  • Night shift comprised between 12am and 9am 

Location-Specific Information:

You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Monday, Tuesday, and Thursday as in-office company days, where we collaborate together and enjoy a company-sponsored meal on one of those days.

At Dashlane you will:

• 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

To accomplish the above, you will work cross-functionally with different teams such as Engineering, Development, Product, and QA.

Requirements:

• You have 1 year of experience in technical customer support and; potentially with B2B customers
• You have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company
• Excellent spoken and written English

We’re also looking for:

• The 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.
• The ability to use support platforms such as Zendesk (ideally, as a plus you are familiar with Slack as an internal communication tool and Atlassian as a Knowledge Base interface).
• 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.

What Dashlane offers you:

• 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
• and much more