About Unbabel

The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel so that agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build seamless customer experiences in every corner of the world.

Based in San Francisco, California, Unbabel works with leading customer support and marketing teams at brands such as Facebook, Microsoft, Booking.com, and Under Armour to communicate effortlessly with customers around the world, no matter what language they speak. 
 

What's the opportunity about?

We are now looking to expand our Customer Happiness team to contribute to the growth of our team in Lisbon. 

As a Technical Support Specialist, you are a key point of contact for our customers providing product and service information and resolving any issues our customers experience with accuracy, efficiency and enthusiasm. Our current communication channel is email but may soon include chat and phone as well.

The best Support Specialists are genuinely excited to help customers. They’re patient, empathetic, excellent listeners and articulate communicators. Support Specialists put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally, with confidence in troubleshooting, investigating and resolving issues as well as collaborating with cross-functional teams if more inputs are needed to achieve resolution.

Our objective is to ensure excellent service standards, respond efficiently to customer inquiries and maintain the highest levels of customer satisfaction.

Responsibilities

• Troubleshoot technical issues pertaining to our product line, including root cause analysis or escalation to our Engineering team when necessary.
• Ensure adherence to service level agreements (SLAs) for each customer.
• Compile comprehensive service reports by gathering and analyzing customer data.
• Evaluate and address customer requirements to ensure their satisfaction.
• Cultivate enduring, trust-based relationships through transparent and interactive communication across various channels, both digital and voice.
• Deliver accurate, complete, and valid information using our methods and tools.
• Maintain detailed records of customer interactions, process customer accounts, and organize documentation.
• Adhere to established communication protocols, guidelines, and policies.
• Go above and beyond to actively engage with customers.
• Provide recommendations for potential product or service improvements to management by collecting and analyzing customer feedback.

Requirements

• Near-native level of English with a fully fluid discourse and a superb vocabulary toolkit (absolutely mandatory);
• 5 years of technical support/service experience in an enterprise/high-value customer context;
• Superlative phone and written contact handling skills and active listening;
• Familiarity with ticketing systems, preferably Zendesk;
• Customer orientation and ability to adapt/respond to different types of characters;
• Excellent communication and presentation skills;
• Strong and determined troubleshooting and problem-solving skills;
• Ability to multitask, prioritize and manage time effectively;
• Degree or equivalent professional experience;
• Proactivity, empathy and autonomy;
• Ability to work and learn in a fast-paced and target-driven environment;
• 24/7 availability (with the possibility to work occasionally from home).

Benefits

• Competitive salary at one of Europe’s leading tech startups;
• A stimulating startup environment committed to diversity and inclusion;
• Health insurance;
• Stock options;
• Flexible working hours;
• Individual budget to set up your workstation;
• Budget for learning and development;
• Free office breakfast.

Diversity Statement

Unbabel is an Equal Opportunity Employer. We do not discriminate based on ethnicity, religion, colour, sex, gender identity, sexual orientation, age, or mental disability. Not only do we not discriminate, but we celebrate differences. If for whatever reason you need us to make reasonable adjustments and adaptations to our recruitment process, please let your recruiter know.

(We are not accepting candidates coming from recruitment agencies at this moment)