Alphanumeric is hiring an English -speaking Customer Service Help Desk to work from home providing level one technical support in English to clinical clienteles via inbound calls, emails, and tickets.
Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in Portugal (fiscal number, social insurance number, and title of residence or manifestation of interest if you're not a citizen). If you do not meet these requirements please do not apply.
Please apply with your resume in English.
Why should I apply, you may ask?
Fully remote position, from wherever you want in Portugal
Working hours: Full flexibility required, though current shifts are Monday to Friday 7:00-16:00 / 14:00-23:00 Portuguese time
Training: around 4 weeks from Monday to Friday 13h00 - 22h00 Portuguese time.
Salary of 13.500€ gross/year (divided in 12 or 14 payments, as you wish).
Contract: Permanent (sem termo).
Internet allowance of up to 50€ per month
Private health insurance
Full training provided and dozens of E-Learning courses available
No mandatory need for a college/university degree
Mandatory Requirements:
Fluent in English
Legal documentation to work in Portugal (fiscal number, social insurance number, and title of residence if you're not a citizen)
Experience in Customer Service, IT Support, Technical Support, or related fields.
Immediate availability to join
Position Summary:
Provide Service Desk support to external customers and users
Receive, document, and track all incoming customer/user calls for immediate remedy and closure
Utilize computer and database information to update incident status
Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
Essential Functions and Responsibilities:
Provide service desk support to contracted clients
Use defined procedures for responding to customer calls
Collect information from caller and document data elements in designated tool
Maintain records of all calls from customers using designated Service Management tool
Provide detailed documentation of all steps involved in resolving customer issues
Escalate issues to the appropriate department and personnel
Investigate, examine, troubleshoot, and solve hardware and software issues quickly
Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
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