Support (Portuguese, French and Spanish Speaker)

Inetum; Lisboa; Presencial; EUR 17 000 - 26 000; Tempo integral

Resumo da oferta

Inetum seeks a Support specialist fluent in Portuguese, French and Spanish to join its multilingual Service Desk, providing first-line IT support to users in an international environment.

You will be the first contact for incidents, log and categorize requests, perform initial diagnosis, and escalate issues when needed while ensuring SLAs and customer satisfaction.

Qualificações

• Languages mandatory: Portuguese, French and Spanish.
• Minimum 1 year in Helpdesk/Service Desk or similar.
• Experience with ticketing tools and remote support.
• ITIL Foundation certification preferred.

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 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

Communication skills

Customer service

Problem-solving

Fast-paced work

Attention to detail

Team player

Proactive attitude

Formação académica

ITIL Foundation

Ferramentas

Jira

ServiceNow

Remedy

Microsoft 365

Windows

Remote support tools

Descrição da oferta de emprego

Support (Portuguese, French and Spanish Speaker)

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

Technology 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
• ITIL Foundation certification.
• Experience in multilingual support environments.