Customer Support Specialist (+Portuguese Speaking)

Here’s a summary of the role: Due to phenomenal growth, we are seeking a Bilingual Customer Support Specialist to handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. The primary attribute we are looking for is excellent customer service skills with superb communication skills who has a passion for helping people and who is unflappable under pressure.

You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe. This role operates on a hybrid working model. You will work from home on Mondays and Fridays, and from the office on Tuesdays, Wednesdays, and Thursdays.

Working hours are 2:00pm – 11:00pm BST . The position is Monday to Friday , with a requirement to work one weekend per month , starting at 7:00am . This role is open to candidates in Galway or London.

Regrettably, we are unable to provide visa sponsorship for this role, so applicants must have the right to work in the country where they reside.

What You’Ll Do (Not All Of It, Just The Important Stuff)

: Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical and software issues involving internet connectivity, login problems and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated CRM software; Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and update These are the essentials you'll need to get an interview: Bilingual in Portuguese and English language 2+ years’ experience of phone based Software Application/Technical Support, supporting end users Working knowledge of Windows OS Behavioural Skills: Superb communication and customer handling skills Ability to think on your feet in a highly demanding and fast moving environment Excellent communication skills High level of resilience and a positive attitude when faced with adversity It would be great if you had these too, but we'll support you if you don't: Salesforce experience #LI-SK2 About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. At Diligent, we're building the future with people who think boldly and move fast.

Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together.