Global Support L1 Associate Agent

at  OutSystems

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!
A global leader in modern development platforms, OutSystems is focused on enabling any organization to innovate through software. We are changing the way software is built with the low-code platform most preferred by developers and empowering organizations to rapidly create and deploy critical applications that transform their business. To support our growth and commitment to hiring exceptional performers, we are looking for a Global Support L1 Agent based in PT-Remote.
Global Support Agent Level 1 plays a key role in helping OutSystems community with their questions, guiding users of our website so that they can have a better understanding of our product’s potentialities and helping customers overcome any challenge they may have with our platform.
As you come in, get ready for an initial ramp-up program, in which we will prepare you to deal with every interaction challenge you might face. Besides that, you’ll always have skilled fellow resources prepared to help you at any time. We believe in growing our people, so we are preparing you to grow and maximize your potential - in this, or in other parts of our organization.
If you are a problem solver, inquisitive by nature and driven by curiosity, this is the job for you!

Job Responsibilities and Expectations:

• Handle calls, emails and chat sessions with our Worldwide customer base;
• Register and triage technical challenges and business issues related to the OutSystems Platform;
• Query the Knowledge Base to find immediate response to known problems;
• Route the issues to the second-line teams, and monitor the responses to these incidents to observe agreed Service Levels;
• Update the customers about pending incidents, managing their expectations on the time to solution and progress status;
• Advocate for customers and help define ways to continually add value to the customer experience.

Desired Skills & Experience:

• Available to work in shifts;
• Fluent English verbal and written skills;
• General business computing skills;
• Passion for people interaction and technology;
• A friendly and helpful approach to customers going through difficult situations;
• General interest in problem-solving and troubleshooting;
• Able to work in a creative (and fun) environment under minimal supervision;
• Proactive attitude, suggesting new ways to do things better. Lead the change;
• Team player with a great work ethics and accountability.

Education

• Bachelors or Masters Degree in a related field.

The Longer Story:
One of the fastest-growing B2B software companies in the world, OutSystems is on a mission to enable every organization to innovate through software. We are looking for talented and motivated people to join us in helping companies solve some of their most strategic business challenges, from modernizing their workplace processes to transforming their employee and customer experiences. As a member of the OutSystems global team, you will help build, deliver, manage, and evolve the software that is a low-code market leader and
preferred by professional developers
around the world.
OutSystems is a truly global company, with more than 525,000 developer community members, 1,700 employees, 400 partners, and thousands of active customers in over 87 countries and across 22 industries. Founded in 2001, OutSystems has offices in the United States, United Kingdom, the Netherlands, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, and Singapore, and of course has a thriving, worldwide community of remote employees.
Working at OutSystems
We do not have many rules, but we do have high standards and a culture of global collaboration. Our commitment to our culture is highlighted in
The Small Book of the Few Big Rules

, written by our Founder and CEO, Paulo Rosado. This commitment to culture landed us in the Forbes top cloud computing employers four years in a row.

• We grow, change, and innovate, and give our teams the space to be proactive and creative.
• We care about growth and development. Vertical career progression is obvious, and we also encourage lateral moves, joining different teams, and mastering new skills.
• Global colleagues who are as smart, hardworking, and driven as you.
• Our DNA is disrupting the status quo. It is why our company exists.
• We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and often uncovers a better, more agile way.

Are you ready for the next step in your career? Then we’d love to hear from you!
OutSystems nurtures an inclusive culture of diversity, where everyone feels empowered to be their authentic self and perform at their best. A company that embraces the creativity and innovation that comes through diverse perspectives. We are committed to creating a team that reflects society through inclusive programs and initiatives and are proud to be an equal opportunity employer. All qualified applicants receive equal consideration regardless of race, place of origin, color, age, marital status, religion, sex, sexual orientation, gender expression or identity, protected veteran status, disability status or any other status protected by law.
Join us in disrupting the status quo of the low-code market, we give you the power to “Ask Why”, you give our customers the power to innovate through software

• Handle calls, emails and chat sessions with our Worldwide customer base;
• Register and triage technical challenges and business issues related to the OutSystems Platform;
• Query the Knowledge Base to find immediate response to known problems;
• Route the issues to the second-line teams, and monitor the responses to these incidents to observe agreed Service Levels;
• Update the customers about pending incidents, managing their expectations on the time to solution and progress status;
• Advocate for customers and help define ways to continually add value to the customer experience