Job Title: Service Desk Analyst/Customer Service Agent
We are seeking a dedicated and customer-oriented Service Desk Analyst to join our team. The ideal candidate will be Portuguese-speaking and possess strong customer service skills. This role involves providing technical support and assistance to our clients, ensuring their issues are resolved efficiently and effectively.
Responsibilities
* Provide first-level support to clients via phone, email, and chat in Portuguese and English.
* Troubleshoot and resolve basic IT issues, escalating more complex problems to the appropriate teams.
* Utilise Zendesk or ServiceNow to manage and track support tickets.
* Maintain a high level of customer satisfaction by delivering timely and accurate solutions.
* Document and update client interactions and technical procedures.
* Collaborate with other team members to improve service processes and client experiences.
Essential Skills
* Fluency in Portuguese and English.
* Proven customer service experience, preferably in a technical support role.
* Basic IT skills, including knowledge of common software and hardware issues.
* Excellent communication and interpersonal skills.
* Strong problem-solving abilities and attention to detail.
* Ability to work independently and as part of a team.
Additional Skills & Qualifications
* Familiarity with Zendesk or ServiceNow (preferred).
Why Work Here?
Our company values a collaborative and inclusive culture, where every team member's contributions are recognised and appreciated. We offer opportunities for professional development and career growth. Our supportive work environment ensures a balanced work-life integration, enhancing your overall job satisfaction.
Work Environment
You will be working in a dynamic and fast-paced environment, utilising technologies such as Zendesk or ServiceNow to manage support tickets. The role involves interacting with clients via phone, email, and chat. Our team embraces a collaborative approach, ensuring you have the support needed to excel in your role.
Job Type & Location
This is a Contract position based out of Folkestone, United Kingdom.
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