Support (Portuguese, French And Spanish Speaker)

Inetum; Almada; On-site; EUR 18,000 - 28,000; Full time

Benefits offered by this job

International environment

Ongoing training

Career growth opportunities

Job summary

Inetum is seeking a Support agent fluent in Portuguese, French and Spanish to join our multilingual Service Desk in Portugal. You will be the first point of contact for end users across an international environment, delivering first-line IT support.

You will log and triage incidents, perform initial diagnosis, and escalate when needed, while maintaining accurate records and contributing to knowledge base updates.

Qualifications

• Portuguese, French, and Spanish language fluency required.
• Minimum 1 year in Helpdesk/Service Desk or technical support.
• Knowledge of ITSM concepts and ticketing workflows.
• Experience with remote desktop tools and Microsoft 365.
• Familiarity with user account management and access requests.

Responsibilities

• Receive and handle support requests via phone, ticketing, and chat.
• Log, categorize, prioritize, and track incidents and requests.
• Provide initial diagnosis and resolution for common IT issues.
• Escalate complex incidents to appropriate teams.
• Maintain documentation and contribute to knowledge base updates.
• Aim for high customer satisfaction through timely support.

Skills

Communication

Customer service

Problem solving

Teamwork

Attention to detail

Tools

Jira

ServiceNow

Remedy

Microsoft 365

Job description

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, French 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 1 years 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