English Technical Helpdesk Agent

Cross Border Talents; Porto; On-site; EUR 18,000 - 26,000; Full time

Benefits offered by this job

Structured onboarding and knowledge-

Job summary

Cross Border Talents in Porto is seeking a Technical Helpdesk Agent to provide first-line support by phone and remote sessions to English-speaking customers. You will diagnose issues, document steps, and escalate when beyond first-line scope, ensuring secure handling of data during remote sessions.

This is a full-time role requiring strong IT knowledge and clear, simple communication. Join a team that values structured onboarding and regular knowledge-sharing sessions to help you grow your

Qualifications

• Fluent English at C1 level or higher.
• General IT knowledge is essential, and experience with a ticketing system is an advantage.
• You should be patient, calm and comfortable explaining technical steps simply.
• Shifts are shift-based and full-time.

Responsibilities

• Provide first-line technical support by phone and remote session to English-speaking customers.
• Escalate issues with a complete summary of symptoms and steps taken to the second-line team.
• Keep ticket notes up to date and follow security and data protection procedures, especially during remote sessions.
• Explain technical steps clearly and guide customers through fixes as needed.

Skills

Fluent English

General IT knowledge

Ticketing system experience

Job description

About the role

As a Technical Helpdesk Agent in Porto, you will provide first-line technical support by phone and remote session to English-speaking customers. You will start each contact by understanding the problem and the customer's impact, then work through checks and fixes in a clear, logical order.

When a fault is beyond first-line scope, you will elevate it with a complete summary of the symptoms, the steps already taken and any patterns you have noticed, so the second-line team can act immediately. You will keep ticket notes up to date and follow our standard procedures for security and data protection, particularly during remote sessions.

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, calm and comfortable explaining technical steps simply.
• Shifts are shift-based and full-time.

What we offer

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