SUPPORT (PORTUGUESE, FRENCH AND SPANISH SPEAKER)

<p>We are looking for a <strong>&#xa0;Support (Portuguese, French and Spanish Speaker)&#xa0;&#xa0;</strong>to join our multilingual Service Desk team, providing first-line IT support to end users across an international environment.</p><p>The successful candidate will serve as the first point of contact for incidents and service requests, ensuring excellent customer service, quick issue resolution, and compliance with service level agreements (SLAs).</p><p>Key Responsibilities</p><ul><li>Receive and handle support requests via phone, ticketing system, and chat.</li><li>Log, categorize, prioritize, and track incidents and service requests.</li><li>Perform initial diagnosis and resolution of common IT issues.</li><li>Escalate complex incidents to the appropriate support teams.</li><li>Follow up on open tickets and keep users informed of progress.</li><li>Maintain accurate documentation of troubleshooting activities and resolutions.</li><li>Contribute to knowledge base updates and process improvements.</li><li>Ensure high customer satisfaction through professional and timely support.</li></ul><p>Required Qualifications</p><p>Languages (Mandatory) ---&#xa0;<strong>&#xa0;Portuguese, French and Spanish</strong></p><p>Technical Skills</p><ul><li>Experience using ticketing tools such as Jira, ServiceNow, Remedy, or similar.</li><li>Knowledge of Microsoft 365 applications and Windows environments.</li><li>Basic understanding of IT Service Management (ITSM) processes.</li><li>Experience with remote support tools.</li><li>Experience providing remote support for users' computers (accessing the computer and resolving the issue).</li><li>Familiarity with user account management, access requests, and workplace support.</li></ul><p>Experience</p><ul><li>Minimum <strong>1&#xa0;years of experience</strong> in a Helpdesk, Service Desk, Customer Support, or Technical Support role.<p>&#xa0;</p></li><li><p><strong>Soft Skills</strong></p></li><li>Strong communication and customer service skills.</li><li>Problem-solving mindset.</li><li>Ability to work in a fast-paced environment.</li><li>Attention to detail and quality.</li><li>Team-player with a proactive attitude.</li><li><p><strong>Nice to Have</strong></p></li><li>ITIL Foundation certification.</li><li>Experience in multilingual support environments.</li><li>Knowledge of Genesys, Jira Service Management, or Confluence.</li></ul><p>&#xa0;</p><ul><li><strong>What We Offer</strong></li><li>International and multicultural environment.</li><li>Professional development opportunities.</li><li>Ongoing training and career growth.</li><li><p><strong>Schedule:</strong> Monday to Friday<br> <strong>Contract Type:</strong> Full-time</p></li></ul>