ITDS Portugal
Senior Customer Support Specialist – Bilingual (French/English)
Lisbon
June 16, 2026
Unleash exceptional support excellence — become the catalyst for customer success in a dynamic environment!
Lisbon-based opportunity with a hybrid work model (up to 3 remote days per week).
As a Senior Customer Support Specialist – Bilingual (French/English), you will be working for our client, a key player in delivering top-tier support services within the financial or banking sector. Your role will focus on providing frontline client service, troubleshooting technical issues, and driving continuous improvement in support operations. Join a team committed to service excellence and innovation, where your expertise will help shape seamless customer experiences and foster strategic partnerships.
Your main responsibilities:
- Serve as the primary support contact for clients, addressing inquiries and incident reports with professionalism and efficiency
- Log and document all questions, incidents, and requests accurately within the support system
- Perform first-level technical troubleshooting to resolve issues swiftly and effectively
- Prepare structured reports, extract data, and manage configuration requests to support client needs
- Escalate complex incidents following established procedures, ensuring timely resolution
- Provide clients with regular updates on ongoing issues and resolutions
- Facilitate monthly customer meetings and support the creation of incident and crisis reports
- Support internal teams during new product releases and upgrades
- Maintain and update the internal knowledge base to ensure continuous improvement
- Organize and track tickets from initiation to closure, ensuring Service Level Agreements are met
- Participate in rotating shifts, starting as early as 7:00 AM and finishing by 6:30 PM, including occasional Saturday support
You're ideal for this role if you have:
- At least 4 years of experience in customer support or a related technical support role
- Fluent (near-native) in both French and English, with excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Knowledge of ITIL best practices and experience with ticketing systems
- Basic understanding of SQL (nice to have)
- Familiarity with AS400 systems and banking or stock market knowledge (plus)
It is a strong plus if you have:
- Academic background in related fields (minimum 3 years)
- Previous experience exceeding 10 years in similar roles
- Certifications in ITIL or related support frameworks
Language Required for the role:
- Fluent in French and English (near native level)
Eligibility to work in this role:
- Only candidates with an existing legal right to work in the European Union will be considered for this role.
#MAKEYourCareerBETTER Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.
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