Support Agent, Inetum

Support Agent

Inetum

Location:
Portugal, Lisbon

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

We are looking for a Support Agent with good level of English, to work for an important international automotive client. The mission involves helping clients realize their digital strategy, advising them, and guiding them through changes towards the future. The role includes resolving support tickets, maintaining product knowledge, training customers, and improving support services continuously.

Job Responsibility:

Follow-up and resolve support tickets
Communication towards support requester
Train the customers in becoming more independent
Build/Maintain & document wide Stream Product knowledge
Improve support services continuously
Closely work with delivery teams to decide on a resolution strategy

Requirements:

Documentation skills (clear, user friendly documentation)
Analytical mind
Team player
Agile mindset
Understanding of content management platforms
Good level of English
Follow-up and, if possible, resolve support tickets
Communication towards support requester
Resolve tickets that don’t require development (or technical intervention)
Build/Maintain & document wide Stream Product knowledge
Train the customers in becoming more independent
Follow SLAs
Challenge urgency, priority, planning
Closely work with delivery teams (PMs, BAs, DEVs, Testers) to triage urgency of support tickets and decide on a resolution strategy
Continuously look for ways to improve our support services
You will learn ServiceNow & AEM Content Management

Nice to have:

Knowledge of ServiceNow
Knowledge of AEM Content Management

What we offer:

Part of a great team of professionals
Flexible schedule and real teleworking
Training by the company
Career plan for professional promotion
Opportunity to attend relevant events and conferences
Permanent contract
Stability and good working environment
Competitive salary
Access to company group benefits
Flexible remuneration

Additional Information:

Job Posted:
September 02, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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