We are seeking an experienced Technical Support Specialist to join our team.
Job Description
The Technical Support Specialist will be responsible for delivering multi-channel support services by ensuring quality information capture and resolving low- to medium-complexity contacts.
* Record all calls from the helpline and register the contact in the ticket registration platform (ITSM).
* Address on-the-spot incidents of user-reported errors with workstation computer equipment.
* Direct each contact (ticket) to the corresponding resolution group for prompt attention.
* Provide guidance to users seeking support in processes not related to workstation problems.
* Document service failures reported by users regarding the attention of the different troubleshooting groups.
* Monitor and follow up on each ticket generated so that it is attended within the levels agreed with each resolving group according to the service catalog.
* Report in real-time problems or failures in applications affecting a group of users with the same problem to be attended as a major incident.
* Meet productivity and quality goals.
* Adhere to client-defined processes and standards.
This role requires advanced English language skills, strong communication skills in Portuguese and English, familiarity with ITSM platforms, experience with remote support tools, previous service desk experience, basic understanding of IT infrastructure, and ability to follow and adhere to client-defined processes and standards.