Business Platform Specialist (English-speaker) – AI & Cloud Solutions

Position based in Lisbon, Portugal, with an on-site work model and a Monday-to-Friday schedule. Concentrix is seeking a Business Platform Support Specialist to join our team and provide Level 2 operational support for a global AI & Cloud Solutions platform. In this role, you will assist Sales teams, L1 Support teams, and customers by troubleshooting platform issues, identifying root causes, and contributing to improved business operations and customer satisfaction. We offer comprehensive paid training, ongoing support, and access to free Learning and Leadership Development programs. With approximately 80% of our managers and leaders promoted from within, there are ample opportunities for skill development and career advancement. Responsibilities: - Deliver Level 2 operational support to Sales teams, L1 Support teams, and customers throughout the entire customer journey, addressing issues related to user accounts, access, product consoles, ordering, billing, payments, and other platform features. - Resolve complex issues by investigating user accounts and backend systems, identifying root causes, providing workarounds, and managing support tickets until resolution. - Assist users across various time zones, with a primary focus on European and South American markets. - Recognize recurring issues and improvement opportunities by analyzing ticket trends and user feedback to support automation, process optimization, and operational efficiency. - Collaborate with Product, Engineering, and Design teams to share insights, align priorities, and convert user issues and operational needs into clear functional requirements. - Develop and maintain platform knowledge, including help documentation, user guides, troubleshooting guides, videos, and other knowledge-transfer materials. - Conduct training and knowledge-transfer sessions for internal and external users as needed. - Support cross-functional projects by maintaining project plans, timelines, dependencies, and stakeholder alignment. - Contribute to continuous improvements that enhance platform performance, operational efficiency, and overall customer experience. Perfil pretendido: - Excellent written and verbal communication skills in English. - 3+ years of experience in IT Operations, Technical Support, Business Platform Operations, Product Operations, or related fields, including experience supporting business or cloud platforms. - Strong troubleshooting and problem-solving abilities. - Experience with ticketing/helpdesk systems, CRM platforms, or similar operational tools. - Ability to translate user issues and operational needs into clear requirements for technical teams. - Strong organizational and project coordination skills. - Comfortable working in a cross-functional environment and collaborating with business and technical teams. If you don't meet every requirement, we still encourage you to apply. We'll do our best to match you with the right opportunity. Oferta: - Competitive salary - Fixed Monday to Friday schedule - Central location in Lisbon, Portugal - Full paid training - Career development programs - Bring-a-friend referral bonus opportunities Take on a role where technology, problem-solving, and continuous improvement make a real difference. Apply today and see why more than 440,000 game-changers around the world call Concentrix their employer of choice. Eligibility to work: In accordance with Portugal's law, only applicants who are legally authorized to work in Portugal will be considered for this position.