French-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation at AetherCore

📍 Job Overview

Job Title: French-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation
Company: AetherCore
Location: Lisbon, Portugal
Job Type: On-site
Category: Customer Support
Date Posted: June 24, 2025
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site only

🚀 Role Summary

Provide exceptional customer support to French-speaking users in a dynamic, international environment
Troubleshoot and resolve general and technical issues with empathy and attention to detail
Collaborate with a multicultural team to ensure high customer service standards
Contribute to the growth and success of AetherCore by maintaining a proactive attitude and continuous learning mindset

📝 Enhancement Note: This role requires strong language skills in French and English, as well as excellent communication skills and cultural sensitivity to effectively support a diverse customer base.

💻 Primary Responsibilities

Customer Interaction: Respond to customer inquiries via phone, email, or chat in French and English, providing clear and concise information
Issue Resolution: Troubleshoot and resolve general and technical issues, such as video uploads, account problems, and bug troubleshooting
Documentation: Maintain detailed records of customer interactions, issues resolved, and escalations made
Escalation: Escalate complex issues to the appropriate team members and follow up on their resolution
Feedback Collection: Gather and analyze customer feedback to identify trends and areas for improvement
Collaboration: Work closely with the support team and other departments to ensure customer satisfaction and continuous service improvement

📝 Enhancement Note: This role requires strong problem-solving skills, patience, and the ability to remain calm under pressure when dealing with frustrated or upset customers.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience

Experience: Senior or Junior level (Experience in customer support is a plus)

Required Skills:

Native or C2 proficiency in French
B2 level in English
Strong communication skills in both spoken and written French and English
Proactive attitude and team player mindset
Excellent time management and organizational skills
Empathy and cultural sensitivity
Basic proficiency in Google products (Gmail, Chrome, Google Drive)
Strong troubleshooting abilities

Preferred Skills:

Previous experience in customer support or a related field
Familiarity with CRM software and ticketing systems
Knowledge of common customer support metrics (CSAT, NPS, etc.)
Experience working in an international or multicultural environment

📝 Enhancement Note: While not explicitly stated, having experience with video streaming platforms or similar technologies could be beneficial for this role, as it may involve troubleshooting video-related issues.

📊 Web Portfolio & Project Requirements

As this is a customer support role, a portfolio is not required. However, demonstrating strong communication skills and customer service experience through previous work examples or testimonials can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €18,000 and €25,000 per year, based on market research for customer support roles in Lisbon, Portugal. This range takes into account the required language skills and experience level.

Benefits:

Relocation package for international candidates, including flight reimbursement, temporary accommodation, and assistance with finding permanent housing
Health insurance and wellness program
Discounted gym membership and other employee perks
Opportunities for professional development and career growth within the company

Working Hours: Full-time position with a standard workweek of 40 hours, typically Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break). The role may require occasional weekend or evening work to provide customer support during peak hours.

📝 Enhancement Note: The salary range provided is an estimate and should be confirmed with the hiring organization. The benefits listed are based on industry standards for customer support roles and may vary depending on the company's specific benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: AetherCore is a technology company specializing in video streaming and content delivery services. This role will be part of their customer support team, which plays a crucial role in ensuring customer satisfaction and driving the company's success.

Company Size: AetherCore is a mid-sized company with a team of around 150 employees, providing a dynamic and collaborative work environment. The customer support team consists of approximately 20 members, allowing for close-knit collaboration and ample opportunities for professional growth.

Founded: AetherCore was founded in 2015 and has since established itself as a leading provider of video streaming solutions, working with clients ranging from small businesses to large enterprises.

Team Structure:

The customer support team is divided into two shifts to provide 24/7 customer coverage
Team members work closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and feedback is incorporated into the company's products and services
The team is led by a support manager, who oversees day-to-day operations and provides guidance and training to team members

Development Methodology:

AetherCore follows an Agile development methodology, with regular sprint planning and continuous improvement processes
The customer support team uses a ticketing system to manage customer inquiries and track issue resolution progress
Collaboration tools, such as Slack and Google Workspace, are used to facilitate communication and teamwork

Company Website: AetherCore

📝 Enhancement Note: AetherCore's company culture values strong communication, collaboration, and continuous learning, making it an ideal environment for a customer support professional looking to grow and develop their skills.

📈 Career & Growth Analysis

Customer Support Agent Role: This role is responsible for providing exceptional customer support to French-speaking users, troubleshooting and resolving issues, and maintaining high customer service standards. The primary goal is to ensure customer satisfaction and drive customer loyalty.

Reporting Structure: The Customer Support Agent reports directly to the Support Manager, who oversees the day-to-day operations of the customer support team. The Support Manager is responsible for providing guidance, training, and performance feedback to team members.

Technical Impact: The Customer Support Agent plays a crucial role in ensuring customer satisfaction and driving the company's success by providing exceptional customer support and resolving technical issues. Their work directly impacts the company's reputation and customer retention rates.

Growth Opportunities:

Promotion to Senior Customer Support Agent: After gaining experience and demonstrating strong performance, Customer Support Agents may be promoted to Senior Customer Support Agent, which involves more complex issue resolution, team leadership, and mentoring responsibilities.
Transition to a related role: With experience and the development of new skills, Customer Support Agents may transition to related roles, such as Quality Assurance Specialist, Technical Support Specialist, or Customer Success Manager.
Professional development: AetherCore offers opportunities for professional development, such as training programs, workshops, and conference attendance, to help employees grow and advance their careers.

📝 Enhancement Note: Career progression in customer support roles typically involves moving into more senior or specialized positions within the support team or transitioning to related roles in other departments, such as sales, marketing, or product development.

🌐 Work Environment

Office Type: AetherCore's headquarters are located in Lisbon, Portugal, in a modern, open-plan office designed to foster collaboration and creativity. The customer support team works in a dedicated space within the office, equipped with ergonomic workstations, multiple monitors, and comfortable break areas.

Office Location(s): Lisbon, Portugal

Workspace Context:

The customer support team works in a collaborative environment, with team members sitting together to facilitate communication and knowledge sharing
Each workstation is equipped with a computer, multiple monitors, a headset, and other necessary tools for providing customer support
The office features a dedicated training room for team meetings, workshops, and one-on-one coaching sessions

Work Schedule: The Customer Support Agent position is a full-time role, with a standard workweek of 40 hours, typically Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break). The role may require occasional weekend or evening work to provide customer support during peak hours.

📝 Enhancement Note: AetherCore's work environment values collaboration, open communication, and continuous learning, providing a supportive and engaging atmosphere for customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess language proficiency and communication skills in French and English
Technical Assessment: A practical exercise to evaluate troubleshooting abilities, problem-solving skills, and customer service aptitude
Behavioral Interview: A structured interview focusing on past experiences, problem-solving techniques, and cultural fit within the customer support team
Final Decision: A decision is made based on the candidate's performance throughout the interview process

Portfolio Review Tips:

Prepare examples of previous customer support experiences, demonstrating strong communication skills, empathy, and problem-solving abilities
Be ready to discuss specific customer interactions, the challenges faced, and the outcomes achieved
Highlight any relevant customer support certifications or training programs completed

Technical Challenge Preparation:

Familiarize yourself with common customer support metrics (CSAT, NPS, etc.) and be prepared to discuss their importance in measuring customer satisfaction
Brush up on your knowledge of Google products (Gmail, Chrome, Google Drive) and be ready to demonstrate basic proficiency in using these tools
Practice active listening and effective communication techniques to ensure you can clearly understand and address customer concerns

ATS Keywords: Customer Support, French Proficiency, English Proficiency, Communication Skills, Proactive Attitude, Team Player, Time Management, Empathy, Troubleshooting, Google Products Proficiency, CRM Software, Ticketing Systems, Customer Service Metrics

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's language proficiency, communication skills, problem-solving abilities, and cultural fit within the customer support team. Successful candidates will demonstrate strong customer service aptitude and a proactive attitude towards learning and continuous improvement.

🛠 Technology Stack & Web Infrastructure

As this is a customer support role, there is no specific technology stack or web infrastructure to be familiar with. However, a basic understanding of Google products (Gmail, Chrome, Google Drive) and familiarity with CRM software and ticketing systems would be beneficial.

👥 Team Culture & Values

Customer Support Values:

Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support
Patience: Remaining calm and composed when dealing with frustrated or upset customers
Proactivity: Anticipating customer needs and taking initiative to resolve issues before they become major problems
Continuous Learning: Staying up-to-date with the latest customer support best practices and technologies to continuously improve service quality

Collaboration Style:

Cross-functional Integration: Working closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and feedback is incorporated into the company's products and services
Code Review Culture: Regularly reviewing and discussing customer support processes and techniques to identify areas for improvement and best practices
Knowledge Sharing: Actively sharing knowledge and experiences with team members to foster a culture of continuous learning and growth

📝 Enhancement Note: AetherCore's customer support team values strong communication, collaboration, and continuous learning, providing a supportive and engaging atmosphere for customer support professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barriers: Overcoming language barriers and effectively communicating with customers who speak different languages and have varying levels of technical proficiency
Time Management: Balancing multiple customer interactions and prioritizing tasks to ensure efficient issue resolution and high customer satisfaction
Adapting to Change: Staying up-to-date with new products, features, and customer support best practices as the company grows and evolves

Learning & Development Opportunities:

Customer Support Training: Participating in customer support training programs and workshops to develop and enhance skills in communication, problem-solving, and issue resolution
Conference Attendance: Attending industry conferences and events to learn from experts, network with peers, and stay up-to-date with the latest customer support trends and best practices
Mentorship: Seeking guidance and mentorship from experienced customer support professionals to gain insights and accelerate career growth

📝 Enhancement Note: The technical challenges and learning opportunities presented in this role provide customer support professionals with the chance to develop their skills, gain experience, and advance their careers in a dynamic and supportive environment.

💡 Interview Preparation

Technical Questions:

Language Proficiency: Be prepared to demonstrate your proficiency in French and English through written and spoken exercises, as well as translations and dictations
Troubleshooting Scenarios: Practice common customer support scenarios and be ready to walk the interviewer through your thought process and approach to resolving these issues
Customer Service Standards: Familiarize yourself with customer service best practices and be prepared to discuss how you would apply these principles in a real-world customer support scenario

Company & Culture Questions:

Company Knowledge: Research AetherCore's products, services, and company culture to demonstrate your understanding of the business and your enthusiasm for the role
Team Fit: Prepare examples of how your personal values and work style align with AetherCore's customer support team culture and values
Career Goals: Reflect on your long-term career goals and how this role fits into your professional development plan, and be ready to discuss these aspirations with the interviewer

Portfolio Presentation Strategy:

Storytelling: Prepare engaging and relatable customer support anecdotes that illustrate your communication skills, problem-solving abilities, and commitment to customer satisfaction
Data-driven Approach: Be prepared to discuss customer support metrics and how you would use data to inform your decision-making and improve customer service quality
Adaptability: Demonstrate your ability to adapt to different customer needs, preferences, and communication styles to provide personalized and effective support

📝 Enhancement Note: Preparing for the interview process involves demonstrating strong language proficiency, customer service aptitude, and a proactive attitude towards learning and continuous improvement. By focusing on these areas, candidates can effectively showcase their skills and potential for success in the customer support role.

📌 Application Steps

To apply for the French-speaking Customer Support Agent position at AetherCore:

Update Your Resume: Tailor your resume to highlight your language proficiency, communication skills, and customer service experience, using relevant keywords and examples to demonstrate your qualifications for the role
Prepare Your Portfolio: Prepare examples of previous customer support experiences, demonstrating strong communication skills, empathy, and problem-solving abilities, and be ready to discuss these examples during the interview process
Research the Company: Thoroughly research AetherCore's products, services, and company culture to demonstrate your understanding of the business and your enthusiasm for the role
Prepare for the Interview: Familiarize yourself with common customer support metrics, Google products, and customer service best practices, and be ready to discuss these topics during the interview process
Submit Your Application: Submit your application through the provided link, and follow up as needed to ensure your application has been received

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

French-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation