Responsible for the provision of competent, service-oriented support to end users as primary point of contact for the internal company Service and Support Desk.
Duties and responsibilities
- Respond to incoming calls, web submissions, emails and chats for assistance from end users experiencing technical issues.
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications).
- Fulfill Service Requests from end users according to defined procedures.
- Document client issues in our call tracking system.
- Provide friendly, courteous, and quality communication to all end users throughout the support process.
- Grow professionally through on-going training activities and continued learning.
- Collaborate with organization counterparts and department team members to share knowledge and expertise.
- Identify optimization potential to continuously increase customer satisfaction and Service Desk quality.
Professional competencies
- Educational degree/certificate in an information technology related field will be a plus
- 2 years of experience in this role.
- Ability to analyze hardware and/or software problems.
- Knowledge of computer systems, hardware, software and peripheral equipment.
- Basic network skills.
- English B2
- Portuguese B2
Personal competencies
- Ability and desire to keep up with changing and emerging technologies that affect the business.
- Excellent verbal and written communication skills with ability to communicate effectively over the phone and electronically.
- Strong problem solving and analytical skills.
- Flexibility to work in shifts and on weekends as needed.
What we offer
Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives in the long term. We can offer you interesting, varied tasks and excellent opportunities for advancement, as well as an attractive salary with extensive benefits, all within a dynamic family-owned company.