French Level 3 IT Support Specialist - (Remote in Portugal)

• Location: Remote in Portugal (with 1 quarterly visit to the office in the Porto / Vila Nova de Gaia area)
• Language Requirements: Fluent French (Native/C2 level) + English (B2 level or higher)
• Work Schedule: Full-time, 40 hours per week (8 hours/day + 1-hour meal break), Monday to Friday between 08:00 and 17:30

About the Role

Are you an experienced technical support professional with a strong analytical mindset and a passion for problem-solving? We are seeking a Level 3 Technical Support Specialist to join a high-performing customer support department servicing French-speaking business clients.
In this role, you will act as the highest tier of technical support, resolving complex, escalated issues for an innovative financial and accounting management software platform designed for SMEs. You will work directly with advanced technical tools, analyze application errors, and help shape system improvements while delivering high-quality assistance via inbound phone calls, chat, and email.

Key Responsibilities

• L3 Technical Escalations: Handle 3rd-line technical support inquiries and complex issues that could not be resolved at Tier 2 level via inbound calls and live chat.
  
• System & Application Troubleshooting: Perform deep-dive analysis of application errors, software bugs, and technical anomalies.
  
• Database & Data Verification: Check and verify client information in the database to prevent errors and ensure data accuracy.
  
• Process & System Improvement: Propose actionable ideas and operational improvements to leadership based on technical incidents encountered.
  
• User Support & Guidance: Assist end-users in troubleshooting complex features and guide them through software usage within established performance standard guidelines.
  
• Continuous Skill Enhancement: Attend and actively participate in company training and development programs.
  

Candidate Profile & Qualifications

• Languages: Native or near-native level in French , paired with English B2 proficiency (used during training and internal alignment).
  
• Technical Experience: Strong troubleshooting and problem-solving skills with software/IT applications.
  
• Database & Tool Familiarity: Knowledge or experience with MySQL , Postman , Slack , and MS Office .
  
• Customer-Centric Mindset: Excellent verbal and written communication skills with strong service orientation and conflict resolution abilities.
  
• Adaptability & Collaboration: Strong team player, open to learning, flexible, and capable of managing complex support tickets efficiently.
  
• Typing Skills: Fast and accurate typing capabilities.
  

Paid Onboarding & Comprehensive Training

• Duration: 12 business days (8 hours per day, conducted in English).
  
• Curriculum: Full preparation covering company tools, software applications, product ecosystem, and client support workflows.
  
• Training Allowance: Paid at 185.60 EUR net per week (tax-free during the pre-contract training period).
  

Compensation & Benefits Package

We offer two competitive package options depending on your relocation or housing needs:

Option A: Without Company Housing

• Base Salary: 998.00 EUR / month
  
• 13th & 14th Month Allowances: 166.34 EUR / month (paid monthly at 83.17 EUR each)
  
• Meal Allowance: 154.00 EUR / month (7.00 EUR per working day, provided via tax-exempt meal card)
  
• Total Gross Cash Package: 1,318.34 EUR / month

Option B: With Company Housing (Relocation Support)

• Base Salary: 776.00 EUR / month
  
• Accommodation Benefit: Dedicated room in a shared company apartment valued at 200.00 EUR / month
  
• 13th & 14th Month Allowances: 129.34 EUR / month (paid monthly at 64.67 EUR each)
  
• Meal Allowance: 154.00 EUR / month (7.00 EUR per working day via meal card)
  
• Total Compensation Package Value: 1,259.34 EUR / month (1,059.34 EUR Gross Cash + Accommodation)
  

Additional Perks:

• Health Insurance: Comprehensive health insurance provided from Day 1 of your employment contract.
  
• Paid Time Off: Paid holidays according to Portuguese labor law (up to 20 days in the first year prorated, 22 annual leave days in subsequent full years).
  
• Contract Structure: Initial 12-month contract with a path to permanent employment.
  
• Workplace Flex: Remote working model with state-of-the-art office facilities available for team days.