Support (Portuguese, English and Spanish Speaker)

Inetum; Lisboa; Presencial; EUR 18 000 - 26 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

International environment

Training and career growth

Resumo da oferta

Inetum is seeking a Support professional fluent in Portuguese, French and Spanish to join our multilingual Service Desk. You will provide first-line IT support to end users across an international environment, logging and resolving incidents and requests with SLAs in mind.

Key responsibilities include handling requests via phone, ticketing and chat, escalating complex issues, and maintaining accurate troubleshooting records. 1+ year in helpdesk or service desk roles is desirable.

Qualificações

• Languages required: Portuguese, English and Spanish.
• Experience with IT service management and ticketing tools.
• Familiarity with remote support and user account management.

Responsabilidades

• Receive and handle support requests via phone, ticketing system, and chat.
• Log, categorize, prioritize, and track incidents and service requests.
• Perform initial diagnosis and resolution of common IT issues.
• Escalate complex incidents to the appropriate teams.
• Follow up on open tickets and inform users of progress.
• Maintain documentation of troubleshooting activities and resolutions.
• Contribute to knowledge base updates and process improvements.
• Ensure high customer satisfaction through professional and timely support.

Conhecimentos

Portuguese

English

Spanish

Ferramentas

Jira

ServiceNow

Remedy

Microsoft 365

Remote support tools

Windows environments

Descrição da oferta de emprego

Support (Portuguese, French and Spanish Speaker)

• Full-time

Inetum is a European leader in digital services. Inetum’s team of 27,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.4 billion euros in 2024.

We are looking for a Support (Portuguese, French and Spanish Speaker)to join our multilingual Service Desk team, providing first-line IT support to end users across an international environment.

The successful candidate will serve as the first point of contact for incidents and service requests, ensuring excellent customer service, quick issue resolution, and compliance with service level agreements (SLAs).

Key Responsibilities

• Receive and handle support requests via phone, ticketing system, and chat.
• Log, categorize, prioritize, and track incidents and service requests.
• Perform initial diagnosis and resolution of common IT issues.
• Escalate complex incidents to the appropriate support teams.
• Follow up on open tickets and keep users informed of progress.
• Maintain accurate documentation of troubleshooting activities and resolutions.
• Contribute to knowledge base updates and process improvements.
• Ensure high customer satisfaction through professional and timely support.

Required Qualifications

Languages (Mandatory) ---Portuguese, English and Spanish

Technical Skills

• Experience using ticketing tools such as Jira, ServiceNow, Remedy, or similar.
• Knowledge of Microsoft 365 applications and Windows environments.
• Basic understanding of IT Service Management (ITSM) processes.
• Experience with remote support tools.
• Experience providing remote support for users' computers (accessing the computer and resolving the issue).
• Familiarity with user account management, access requests, and workplace support.

Experience

• Minimum 1years of experience in a Helpdesk, Service Desk, Customer Support, or Technical Support role.

Soft Skills

• Strong communication and customer service skills.
• Problem-solving mindset.
• Ability to work in a fast-paced environment.
• Attention to detail and quality.
• Team-player with a proactive attitude.

Nice to Have

• Experience in multilingual support environments.
• Knowledge of Genesys, Jira Service Management, or Confluence.

What We Offer

• International and multicultural environment.
• Ongoing training and career growth.

Schedule

Monday to Friday

Contract Type

Full-time