At a Glance
- Tasks: Provide top-notch support to clients and resolve their issues with a smile.
- Company: Join Diligent, a leader in AI-driven governance solutions.
- Benefits: Enjoy flexible work, health benefits, and generous time off.
- Other info: Embrace diversity and creativity in a supportive work environment.
- Why this job: Be part of a dynamic team making a real impact globally.
- Qualifications: Bilingual in Portuguese and English with customer service experience.
The predicted salary is between 30000 - 40000 £ per year.
Summary
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 the Customer Success Team and the Prod Ops team to ensure speedy resolution of all issues.
You must be extremely proficient in communicating with both technical and non‑technical staff and users.
The primary attribute we are looking for is excellent customer service skills with superb communication, a passion for helping people, and the ability to stay unflappable under pressure.
You will have the confidence to work with senior executives across the globe.
Work arrangement
Hybrid working model: work from home on Mondays and Fridays, from office on Tuesdays, Wednesdays, and Thursdays.
Working hours are 2:00pm – 11:00pm BST.
The role is Monday to Friday, with a requirement to work one weekend per month starting at 7:00am.
It is open to candidates in Galway or London.
We cannot provide visa sponsorship; applicants must have the right to work in the country where they reside.
Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer information and determine the issue by evaluating and analyzing 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 escape priority issues per client specifications.
- Redirect problems to appropriate resources.
- 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 callbacks to customers where necessary.
- Stay current with system information, changes, and updates.
- Eligibility and Qualifications
- Bilingual in Portuguese and English.
- At least 2 years of phone‑based software application/technical support experience, supporting end users.
- Working knowledge of Windows OS.
- Behavioral Skills
- Superb communication and customer handling skills.
- Ability to think on your feet in a highly demanding and fast‑moving environment.
- High level of resilience and a positive attitude when faced with adversity.
- Preferred Experience
- Salesforce experience.
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) Saa S 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.
At Diligent, you’re not just building the future—you’re an agent of positive change, joining a global community on a mission to make an impact.
- What Diligent Offers You
- Creativity is ingrained in our culture.
We are innovative collaborators by nature.
We thrive in exploring how things can be done differently in our internal processes and to help our clients.
- We care about our people.
Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting‑free days, generous time‑off policy and wellness programs, among others.
- We have teams all over the world—
- Diversity is important to us.
Growing, maintaining and promoting a diverse team is a top priority.
We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the development of our team, facilitate dialogue, and foster understanding.
Equal Opportunity
Diligent is a drug‑free workplace.
We are proud to be an equal opportunity employer.
We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
See also Diligent's EEO Policy and Know Your Rights.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
- If you need assistance or an accommodation due to a disability, please contact us at
- #J-18808-Ljbffr
Customer Support Specialist (+Portuguese Speaking) in London employer: Diligent
Diligent is an exceptional employer that fosters a dynamic and inclusive work culture in Greater London, where innovation thrives through collaboration. With a strong commitment to employee well-being, we offer comprehensive benefits, including wellness programmes and generous time-off policies, alongside ample opportunities for professional growth and development. Join us to be part of a forward-thinking team that values diversity and empowers you to make a meaningful impact in the B2B SaaS landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (+Portuguese Speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diligent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diligent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist (+Portuguese Speaking) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diligent:Your cover letter is your chance to shine! Tell us why you want to work at Diligent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diligent!
How to prepare for a job interview at Diligent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
