English Technical Helpdesk Agent

Cross Border Talents; Covilhã; On-site; EUR 20,000 - 32,000; Full time

Benefits offered by this job

Structured training and regular知识共享

Job summary

Cross Border Talents in Covilhã, Portugal, is seeking a Technical Helpdesk Agent to provide first-line technical assistance to English-speaking customers. You will guide customers through fixes, escalate with full summaries, and keep ticket notes current while upholding security and data protection rules.

The role requires fluent English (C1+), general IT knowledge, and comfort in explaining technical steps clearly.

Qualifications

• Fluent English at C1 level or higher is required.
• General IT knowledge and experience with a ticketing system is an advantage.
• Patient, organised and able to explain technical steps clearly.
• Shifts are shift-based and full-time.

Responsibilities

• Provide first-line technical assistance to English-speaking customers.
• Guide customers through fixes and clear steps.
• Escalate when needed with complete summaries of symptoms and impact.
• Keep ticket notes current and follow data protection procedures.
• Write a complete summary when escalating to second line.

Skills

Fluent English (C1+)

Patience

Organised

Problem solving

Tools

Ticketing system

Job description

About the role

As a Technical Helpdesk Agent in Covilhã, you will provide first-line technical assistance to English-speaking customers. Many people contact us when something has stopped working, so your calm and clear guidance makes a real difference to their day. You will work through each problem in a logical order, carry out fixes that customers can follow and recognise when an issue needs specialist attention.

When escalating to second line, you will write a complete summary covering the symptoms, the steps already taken and the customer's impact, so the next team can act immediately without asking the customer to repeat everything. You will keep ticket notes current and follow our procedures for security and data protection.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• General IT knowledge is essential, and experience with a ticketing system is an advantage.
• You should be patient, organised and comfortable explaining technical steps in simple terms.
• Shifts are shift-based and full-time.

What we offer

• Structured training and regular knowledge-sharing sessions with experienced colleagues.