Multilingual IT Service Desk Agent (English - Portuguese) - Remote

Overview

The role of the IT Service Desk Agent 1.5 is to provide first-line service desk support to external customers, assisting them with hardware and software issues via phone, email, chat, or other communication solutions. The IT Service Desk Agent is responsible for the day-to-day provisioning of the Services. This includes ensuring that a continually high level of service is provided to the customers. To provide this high level of service, the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

In Short

• Provide 1st-line technical support via phone and email.
• Maintain a quality business relationship with all customers.
• Log all calls in the ticket logging system.
• Respond to inquiries and resolve hardware/software problems.
• Monitor outstanding calls or tickets.
• Support users with necessary training and advice.
• Take ownership of user tickets and be proactive.
• Ensure timely handling of customer contacts.
• Identify service-related issues and escalate as needed.
• Assist with ad hoc tasks from Team Leader or SDM.

Requirements

• Fluency in English and Portuguese.
• Experience in IT support or customer service roles.
• Strong communication skills.
• Ability to handle multiple tasks efficiently.
• Familiarity with ticket logging systems.
• Problem-solving skills.
• Ability to work in a team environment.
• Proactive approach to customer service.

Benefits

• Competitive salary.
• Opportunities for professional development.
• Supportive team environment.
• Flexible working hours.
• Health benefits.