Job Title: Customer Support Representative (Italian -speaking) Project: POS System Solutions Department: Customer Service Start Date: 4th September 2025 Location: Porto (Remote in Portugal) Job Overview We are looking for a passionate and dedicated Customer Support Representative (Italian-speaking) to join our POS System Solutions team. In this role, you will be the primary point of contact for our customers, delivering outstanding support for a leading POS (Point-of-Sale) platform. If you're motivated by helping people and thrive in a tech-savvy, fast-paced environment, this is your opportunity. Key Responsibilities • Deliver exceptional customer service to Italian-speaking users via phone, email, and chat. • Handle inquiries related to POS system functionalities, hardware setup, troubleshooting, and account-related issues. • Maintain accurate documentation of customer interactions in the CRM system. • Work collaboratively with technical teams to escalate and resolve complex cases. • Meet performance KPIs and SLA targets set by the client. • Stay up to date on product knowledge and process updates. Work Schedule • Shifts: Monday to Sunday between 08:00 and 19:00 (rotational shifts). • Occasional late shift extension to 21:00 may be required (note: hasn't occurred since launch). • Days Off: 2 rotating days per week. Compensation and Benefits • Base Salary: 1000 gross per month (paid 14 times per year) • Performance Bonus: 50 gross per month (paid 12 times per year, based on performance KPIs) Relocation Package For Candidates Relocating from Outside Portugal: • Temporary Accommodation: Room in a shared apartment (12 months max) 280/month, all utilities included (deducted from payslip) • Flight Reimbursement: Up to 400 (Economy class) after 6 months of contract • Initial Accommodation: Hotel for up to 28 days, depending on project needs Requirements • Fluent in Italian (C1+) both written and spoken • Good English skills (B2) • Excellent communication and interpersonal skills • Experience in customer service or technical support is a plus • Ability to work independently and adapt in a dynamic environment • Comfortable working remotely and using digital collaboration tools Remote Work This is a remote role open to candidates residing anywhere in mainland Portugal. We provide relocation assistance as described above for those moving from abroad or qualifying from within Portugal.