Support Agent (English)
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Job Location:
Monthly Salary:
Posted on:
22 days ago
Vacancies:
1 Vacancy
Job Summary
We are looking for a Support Agent with good level of Spanish Portuguese and English to work for an important international client.
Qualifications :
Context:
The HelpDesk activity involves resolving all incidents within the technicians area of expertise remotely on first contact in compliance with SLAs excluding hardware failures that require replacement.
A special arrangement is in place for handling VIP users.
The team currently consists of 3 technicians and a Team Leader based in Casablanca. Ultimately the team will include 3 technicians in Casablanca and 2 in Lisbon.
- Working hours: 08:00 21:00 (rotating shifts managed by the Team Leader)
- Work location: Lisbon site
- Remote work: Based on decisions by the Team Leader and the Service Delivery Manager in Casablanca
Additional Information :
Main Responsibilities:
- Handling Level 1 requests (calls emails self-service portal)
- Diagnosing and resolving issues online according to procedures
- Developing and updating procedures
- Escalating internally or externally (Level 23)
- Performing back-office processing tasks (handling requests)
- Training new hires
- Monitoring the client scope (self-training) to ensure autonomy
- Additional supervision administrative and utility tasks
Tools Used:
- ITSM (ServiceNow)
- Microsoft Office 365 Suite
- Windows 10/11 macOS
- ITIL (a plus)
Required Skills:
- Minimum 3 years of experience in HelpDesk support
- Ability to speak English (minimum B1) or French (minimum A2)
- Portuguese B2 level
- Spanish B2 level
- Proactive attitude
- Ability to prioritize tasks and meet deadlines
- Knowledge of IT systems and networks
- Ability to diagnose and resolve technical issues
- Communication skills to interact with users and clients
- Ability to work independently and manage time effectively
- Familiarity with ticketing and issue tracking tools
- Problem-solving mindset to identify root causes of technical issues
- Ability to work under pressure and handle emergency situations
- Strong writing skills for creating technical procedures
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Gems Jewellery
- General Services
- Account Development
- Animation
- Customer Care Service
- Blackberry
About Company
Inetum is a European leader in digital services. Inetums team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetums solutions aim at contributing to its clients performance and innovation as well ... View more
