Act as the first point of contact for users, ensuring proper ticket handling and routing to the right support team.
Main responsibilities:
- Receive and review user tickets.
- Check that the ticket contains the required information.
- Contact the user when additional information is needed.
- Perform basic checks and first-level troubleshooting.
- Solve simple and known issues using existing procedures and documentation.
- Categorize and prioritize tickets correctly.
- Route complex or functional/technical issues to the appropriate L2/L3 team.
- Keep tickets updated and ensure proper follow-up.
- Support users with clear and simple communication.
- Contribute to knowledge documentation and continuous improvement.
- Previous experience in accounting or financial processes.
- Good understanding of basic accounting concepts, such as:
- Accounts Payable / Accounts Receivable
- General Ledger
- Invoices and payments
- Cost centers
- Month-end closing activities
- Experience with SAP is a plus, especially SAP FI, but not mandatory.
- Good communication and customer-oriented mindset.
- Ability to understand a user issue, perform basic analysis and collect the right information before escalation.
- Organized, rigorous and able to follow procedures.
- Comfortable working in an international environment.
- Good level of French and English.
Work Location: Lisbon or Porto