English Technical Helpdesk Agent

Savior Artigos Texteis Lda; Covilhã; On-site; EUR 10,000 - 17,000; Full time

Benefits offered by this job

Structured training

Job summary

Savior Artigos Texteis Lda in Covilhã is seeking a Technical Helpdesk Agent to provide first-line technical assistance to English-speaking customers. You will guide users through logical steps, perform fixes they can apply, and determine when escalation is needed.

You will document issues, maintain ticket notes per security and data protection policies, and collaborate with second line when required. Shifts are full-time, and training is provided.

Qualifications

• English language proficiency at C1 level or higher.
• General IT knowledge is essential; experience with a ticketing system is a plus.
• Patience, organization, and ability to explain technical steps clearly.

Responsibilities

• Provide first-line technical helpdesk support to English-speaking customers.
• Escalate complex issues to second line with a complete summary of symptoms and steps taken.
• Keep ticket notes up-to-date and follow security and data protection procedures.

Skills

Fluent English (C1+)

General IT knowledge

Explain technical steps patiently

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.

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.