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 ProdOps 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) 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. 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 recruitment@diligent.com.
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