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
• Category: Customer Support
• Date Posted: June 21, 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
• Collaborate with a multicultural team in an international company
• Contribute to a positive work environment and maintain high customer service standards

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to work effectively in a diverse team.

💻 Primary Responsibilities

• Customer Interaction: Handle customer inquiries and complaints professionally and empathetically
• Troubleshooting: Diagnose and resolve technical issues, such as video uploads, account problems, and bug troubleshooting
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions
• Escalation: Escalate complex issues to the appropriate team members and ensure timely resolution
• Feedback Loop: Collect and provide customer feedback to improve products and services

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work under pressure.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant degree or certification in customer service, hospitality, or a related field is a plus

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

Required Skills:

• Native proficiency in Italian (C2)
• B2 level in English
• Strong communication skills in both languages
• Proactive attitude and team player mindset
• Excellent time management and organizational skills
• Empathy and patience in handling customer issues
• Basic proficiency in Google products (Gmail, Chrome, Google Drive)
• Troubleshooting abilities and willingness to learn new technologies

Preferred Skills:

• Experience in a customer-facing role or customer support environment
• Knowledge of CRM systems and ticketing tools
• Familiarity with video streaming platforms and technologies
• Basic knowledge of HTML, CSS, or other web development languages

📝 Enhancement Note: This role requires strong multitasking skills, adaptability, and the ability to work in a fast-paced environment.

📊 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

Benefits:

• Relocation package, including flight, temporary accommodation, and visa support
• Competitive salary and performance-based bonuses
• Health insurance and wellness program
• Free Portuguese language courses
• Opportunities for professional development and career growth
• A multicultural and dynamic work environment

Working Hours: Full-time, 40 hours per week, with a flexible schedule that may include evenings, weekends, and holidays

📝 Enhancement Note: The salary range is based on market research for customer support roles in Lisbon, Portugal, and includes regional adjustments for cost of living.

🎯 Team & Company Context

🏢 Company Culture

Industry: AetherCore is a global video streaming and entertainment company, focusing on providing high-quality content and exceptional customer service to its users

Company Size: Medium-sized company with a team of over 100 employees, offering a dynamic and multicultural work environment

Founded: 2015, with a strong presence in the European market and growing international reach

Team Structure:

• Customer Support: Multilingual teams providing 24/7 customer service via phone, email, chat, and social media
• Content Acquisition & Licensing: Responsible for securing and managing content partnerships with studios, distributors, and producers
• Product & Engineering: Develops, maintains, and improves the video streaming platform and user experience
• Marketing & Communications: Promotes AetherCore's brand and content, engages users, and drives customer acquisition and retention

Development Methodology:

• Agile/Scrum methodologies for project management and continuous improvement
• Regular team meetings, stand-ups, and retrospectives to ensure open communication and collaboration
• Cross-functional collaboration between teams to ensure customer needs are met and products are optimized

Company Website: AetherCore

📝 Enhancement Note: AetherCore's company culture values diversity, collaboration, and customer focus, creating an inclusive and innovative work environment.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry to mid-level position, offering opportunities for professional development and growth within the customer support team and across other departments

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Team Lead and collaborate closely with other support team members, as well as representatives from Product, Engineering, and Marketing teams

Technical Impact: This role has a direct impact on customer satisfaction, product improvement, and customer retention by ensuring high-quality customer service and providing valuable user feedback to the relevant teams

Growth Opportunities:

• Promotion to Senior Customer Support Agent: After demonstrating strong performance and acquiring relevant skills and experience, agents may be promoted to senior roles, involving more complex cases, team leadership, and mentoring responsibilities
• Transition to other teams: With relevant skills and experience, customer support agents may transition to other departments, such as Product, Engineering, or Marketing, to pursue career growth and new challenges

📝 Enhancement Note: Career growth opportunities at AetherCore are based on individual performance, skills development, and alignment with the company's strategic objectives.

🌐 Work Environment

Office Type: AetherCore's Lisbon office is a modern, open-plan workspace designed to foster collaboration and creativity, with dedicated areas for team meetings, relaxation, and socializing

Office Location(s): Lisbon, Portugal

Workspace Context:

• Collaboration: The office encourages cross-functional collaboration and teamwork, with regular team-building activities and events
• Technology: The workspace is equipped with state-of-the-art technology, including high-speed internet, ergonomic workstations, and modern communication tools
• Accessibility: The office is easily accessible by public transportation, with nearby parking options available for those who drive

Work Schedule: Full-time, with a flexible schedule that may include evenings, weekends, and holidays to provide 24/7 customer support coverage

📝 Enhancement Note: AetherCore's work environment values flexibility, adaptability, and a positive attitude, creating a dynamic and engaging workspace for employees.

📄 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. Role-play Scenario: A mock customer support scenario to evaluate problem-solving skills, empathy, and active listening (30-45 minutes)
3. Technical Assessment: A test to assess basic computer literacy, troubleshooting abilities, and familiarity with Google products (30-45 minutes)
4. Final Interview: A discussion with the Customer Support Team Lead and/or other team members to evaluate cultural fit, motivation, and alignment with company values (45-60 minutes)

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

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

ATS Keywords:

• Customer Support
• Italian Proficiency
• English Proficiency
• Communication Skills
• Proactive Attitude
• Team Player
• Time Management
• Empathy
• Troubleshooting
• Google Products
• CRM Systems
• Ticketing Tools
• Video Streaming Platforms
• HTML
• CSS

📝 Enhancement Note: The interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit, ensuring they are well-suited for the role and the company's work environment.

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

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Prioritize customer needs and strive to exceed expectations in every interaction
• Empathy: Show genuine understanding and compassion for customers' issues and concerns
• Proactivity: Anticipate customer needs and take initiative to resolve issues before they escalate
• Continuous Learning: Stay up-to-date with product updates, troubleshooting techniques, and best practices in customer support

Collaboration Style:

• Cross-functional Collaboration: Work closely with other teams to ensure customer needs are met and products are optimized
• Open Communication: Maintain open and transparent communication with team members, stakeholders, and customers
• Knowledge Sharing: Actively share knowledge, experiences, and best practices with team members to foster a culture of continuous improvement

📝 Enhancement Note: AetherCore's customer support team values collaboration, open communication, and a customer-centric approach, creating a supportive and engaging work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Language Barriers: Overcome communication challenges and provide excellent customer service to Italian-speaking customers
• Time Zone Differences: Adapt to working with customers and teams in different time zones to provide 24/7 support
• High Volume of Inquiries: Manage a high volume of customer inquiries efficiently and effectively, prioritizing cases based on urgency and complexity

Learning & Development Opportunities:

• Language Development: Improve English language skills and learn other languages to expand career opportunities within the company
• Product Training: Gain a deep understanding of AetherCore's products, features, and troubleshooting techniques to provide exceptional customer support
• Soft Skills Development: Develop and refine communication, problem-solving, and teamwork skills to excel in the role and prepare for future career growth

📝 Enhancement Note: AetherCore offers numerous opportunities for professional development and growth, both within the customer support team and across other departments.

💡 Interview Preparation

Technical Questions:

• Language Proficiency: Demonstrate strong communication skills in Italian and English, with the ability to handle complex customer inquiries and troubleshoot technical issues
• Problem-solving: Showcase your ability to diagnose and resolve customer issues, thinking critically and creatively to find solutions
• Adaptability: Explain how you can adapt to working with customers and teams in different time zones and cultures

Company & Culture Questions:

• Customer Focus: Explain how you prioritize customer needs and strive to exceed expectations in every interaction
• Teamwork: Describe your experience working in a team and how you contribute to a positive work environment
• Motivation: Share your reasons for wanting to join AetherCore and contribute to the company's mission and values

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

📝 Enhancement Note: The interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit, ensuring they are well-suited for the role and the company's work environment.

📌 Application Steps

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

1. Submit your application through the application link
2. Prepare for the phone/video screen by practicing your communication skills in Italian and English
3. Research AetherCore's products, services, and company culture to demonstrate your interest and motivation during the interview process
4. Familiarize yourself with Google products and basic troubleshooting techniques to excel in the technical assessment
5. Prepare for the role-play scenario by practicing active listening, empathy, and problem-solving skills
6. Be ready to discuss your career goals, motivation, and alignment with AetherCore's values and mission during the final interview

⚠️ 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.