English Technical Helpdesk Agent

Cross Border Talents; Lisboa; Sur place; EUR 20 000 - 28 000; Plein temps

Avantages offerts par ce poste

Structured training

Knowledge-sharing sessions

Résumé du poste

Cross Border Talents in Lisbon is seeking an English-speaking Technical Helpdesk Agent to provide first-line technical support to customers. You will be the initial point of contact, guiding users through fixes and verifying system status to resolve issues quickly.

You will escalate to second line when needed with clear symptom descriptions and update ticket notes to keep colleagues informed. Shifts include evenings, and a basic IT background is expected.

Qualifications

• Fluent English at C1 level or higher.
• Experience with a ticketing system is an advantage.
• General IT knowledge is essential.
• Organised, patient and able to work in a fast-moving environment.
• Shifts are shift-based and include evenings.

Responsabilités

• Provide first-line technical assistance to customers in Lisbon.
• Guide customers through step-by-step fixes and check system status.
• Escalate complex cases to second line with clear symptoms and impact.
• Update ticket notes so colleagues know the current status.

Connaissances

Fluent English (C1+)

Ticketing system experience

Outils

Ticketing system

Description du poste

About the role

We are looking for an English-speaking Technical Helpdesk Agent to provide first-line technical assistance to customers in Lisbon. You will be the first person many customers speak to when something stops working, so your calm approach and clear instructions will set the tone for the whole interaction. You will guide customers through step-by-step fixes, check system status where relevant and resolve common issues quickly.

When a case needs specialist help, you will **escalate** it to second line through our ticketing system with a clear description of the symptoms, the steps already taken and the customer's impact. You will also update ticket notes so colleagues always know where things stand.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• Experience with a ticketing system is an advantage, and general IT knowledge is essential.
• You should be organised, patient and comfortable working in a fast-moving environment.
• Shifts are shift-based and include evenings.

What we offer

• Structured training and a supportive team with regular knowledge-sharing sessions.