Location: Lisbon, Portugal (on-site)

Status: Full-time, Permanent

Role: Customer Support Agent

BU: Windows, Doors & Glass

Department: Customer Experience

About Us:

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialised in technology.

About the Role

As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem solving abilities, and a customer-focused attitude are essential for success in this role.

Main responsibilities:

• Offer comprehensive support via phone, email and remote access to customers;

• Provide technical support (hardware and IT/Server/Network related) to customers; • Work on the support task list in Zendesk;

• Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;

• Report news or issues in team meetings or to the Team Leader;

• Report product errors in internal tools in English;

• Participate in team meetings and share knowledge and information.

Required qualifications and experience:

• Ongoing or complete bachelor's degree in IT or related fields;

• Proven track record in a customer service role;

• Experience with remote support tools;

• Experience with CRM or ticket systems, preferably Zendesk;

• Fluent in English and Portuguese;

• Able to work flexible hours. (The role will initially be Monday - Friday but may extend Weekends later in the year

• Experience with databases (Preferably with SQL).

Required skills and competencies:

• Polished and professional telephone etiquette;

• Excellent written and verbal communication abilities;

• Strong listening and interpersonal skills;

• Customer-focused, with patience and resilience;

• Effective problem-solving skills;

• Dedicated and hardworking;

• Capable of setting an example and embodying our values;

• Ability to work independently and as part of a team, demonstrating strong teamwork qualities.

Working for us

At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together. You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles. That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better.

Come join us