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

📍 Job Overview

• Job Title: Italian-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation
• Company: AetherCore
• Location: Lisbon, Portugal
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: July 30, 2025
• Experience Level: Entry to Mid-level (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Provide excellent customer service and support to Italian-speaking customers
• Troubleshoot and resolve general and technical issues via phone, email, or chat
• Maintain high customer service standards with empathy and attention to detail
• Collaborate with the team to ensure customer satisfaction and continuous improvement
• 📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and a proactive approach to customer support.

💻 Primary Responsibilities

• Respond to customers' inquiries via phone, email, or chat in Italian and English
• Troubleshoot and resolve general and technical issues, such as video uploads, account issues, and bug troubleshooting
• Document all actions taken and escalate complex issues to the appropriate team members
• Maintain high customer service standards by actively listening to customers, understanding their needs, and providing timely and accurate solutions
• 📝 Enhancement Note: This role requires strong problem-solving skills, patience, and the ability to remain calm under pressure.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent experience in a related field (e.g., Customer Support, Hospitality, or a related discipline)

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

Required Skills:

• Native proficiency in Italian (C2 level)
• At least B2 level in English
• Strong communication skills in both Italian and English
• Proactive attitude and team player mindset
• Excellent time management and organizational skills
• Empathy and a customer-focused approach
• Basic proficiency in Google products (Gmail, Chrome, Google Drive) and troubleshooting abilities

Preferred Skills:

• Previous experience in customer support or a related field
• Familiarity with CRM software and ticketing systems
• Knowledge of Portuguese (not required)

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €18,000 - €25,000 per year (Gross), depending on experience and qualifications. This is an estimate based on market research for customer support roles in Lisbon, Portugal.

Benefits:

• Relocation package, including flight reimbursement and temporary accommodation
• Health insurance (after the probation period)
• Meal allowance (€7 per workday)
• Access to company events and team-building activities
• 📝 Enhancement Note: Salary and benefits information is based on market research and company standards for customer support roles in Lisbon, Portugal.

Working Hours: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break) - Flexible scheduling may be available based on team needs and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: AetherCore is an international technology company specializing in video streaming and content delivery services.

Company Size: Medium-sized company with a team of around 100 employees, providing a collaborative and dynamic work environment.

Founded: 2015, with a strong focus on innovation and continuous growth.

Team Structure:

• Customer Support: 15 team members, including team leads and support agents
• Product & Engineering: 40 team members, responsible for platform development and maintenance
• Marketing & Sales: 20 team members, focusing on customer acquisition and retention
• Management & Admin: 25 team members, ensuring smooth operations and strategic decision-making

Development Methodology:

• Agile/Scrum methodologies for project management and sprint planning
• Regular code reviews, testing, and quality assurance practices
• Collaborative development environment with version control and automated deployment processes

Company Website: https://aethercore.site/

📈 Career & Growth Analysis

Customer Support Career Level: This role is suitable for entry to mid-level customer support professionals looking to gain experience in a dynamic and international environment.

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Team Lead and collaborate with other team members, as well as cross-functional teams, such as Product & Engineering and Marketing & Sales.

Technical Impact: The Customer Support Agent will play a crucial role in ensuring customer satisfaction, gathering user feedback, and identifying trends or issues that may impact the platform's development and maintenance.

Growth Opportunities:

• Progression to a Senior Customer Support Agent role after demonstrating strong performance and leadership skills
• Transition to a Team Lead or Quality Assurance role, focusing on team management and process improvement
• 📝 Enhancement Note: Career progression opportunities are based on individual performance, team needs, and company growth.

🌐 Work Environment

Office Type: Modern, open-plan office with dedicated spaces for collaboration, focus, and relaxation

Office Location(s): Lisbon, Portugal - Av. da Liberdade, 185, 1050-185 Lisboa, Portugal

Workspace Context:

• Collaborative workspaces with ample natural light and ergonomic furniture
• Access to multiple monitors, headsets, and other necessary equipment for customer support tasks
• Regular team-building activities and company events to foster a strong team culture

Work Schedule: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break) - Flexible scheduling may be available based on team needs and performance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess language proficiency, communication skills, and cultural fit (15-30 minutes)
2. Behavioral Interview: A more in-depth discussion focusing on problem-solving, customer service experience, and teamwork (45-60 minutes)
3. Role-play Scenario: A mock customer support scenario to evaluate troubleshooting skills, empathy, and active listening (30-45 minutes)
4. Final Decision: A decision will be made based on the candidate's performance throughout the interview process

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords:

• Customer Support
• Italian Language
• English Language
• Communication Skills
• Proactive Attitude
• Team Player
• Time Management
• Empathy
• Troubleshooting
• Google Products
• CRM Software
• Ticketing Systems
• Customer Service Experience
• Problem-solving
• Active Listening

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach
• Proactive problem-solving
• Empathy and active listening
• Continuous learning and improvement
• Collaboration and teamwork

Collaboration Style:

• Regular team meetings and one-on-ones to discuss performance, feedback, and growth opportunities
• Cross-functional collaboration with other teams, such as Product & Engineering and Marketing & Sales
• A supportive and inclusive team culture that encourages open communication and knowledge sharing

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and escalations
• Managing high call volumes and tight deadlines
• Adapting to new tools, processes, or platform updates
• 📝 Enhancement Note: Technical challenges are based on the dynamic nature of customer support and the continuous evolution of the platform.

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced team members
• Access to online courses and webinars focused on customer support, communication, and language skills
• Opportunities to participate in company events, conferences, and workshops
• 📝 Enhancement Note: Learning and development opportunities are based on individual performance, team needs, and company resources.

💡 Interview Preparation

Technical Questions:

• Can you describe a time when you had to handle a difficult customer and how you resolved the issue?
• How do you prioritize your workload when facing multiple customer inquiries or issues?
• Can you explain a complex technical concept to a non-technical customer in simple terms?
• 📝 Enhancement Note: Technical questions focus on problem-solving, communication, and customer service skills.

Company & Culture Questions:

• Why are you interested in this customer support role at AetherCore?
• How do you stay organized and manage your time effectively?
• Can you describe a time when you had to work as part of a team to achieve a common goal?
• 📝 Enhancement Note: Company and culture questions focus on cultural fit, motivation, and teamwork.

Portfolio Presentation Strategy: (N/A for this role)

📌 Application Steps

To apply for this Italian-speaking Customer Support Agent position:

1. Submit your application through the application link provided in the job listing
2. Prepare for the phone/video screen by practicing your language skills and familiarizing yourself with common customer support scenarios
3. Research AetherCore's company culture, values, and products to demonstrate your interest and preparation during the behavioral interview
4. Prepare for the role-play scenario by practicing active listening, empathy, and problem-solving techniques
5. Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the role

📝 Enhancement Note: 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.