L1 Service Desk Agent with Portuguese

• Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
• Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
• Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
• Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
• Informs manager or dedicated IRM team in case of customer escalations.
• Documents all activity and updates the appropriate knowledge management, reporting and other systems.
• Ensures high levels of customer satisfaction at all times.

• Education or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good Portuguese and English language skills (Written and spoken) required.

We offer:

•    Contract of employment
•    Over 8000 industry recognized trainings
•    Various options of development
•    Being part of a multicultural team
•    Possibility to use foreign languages on a daily basis
•    Teamworking and supportive atmosphere in our teams
•    Life insurance,
•    Private medical care,
•    Sport card,
•    26 days of holiday regardless seniority,
•    Possibility of hybrid work after the initial training phase.
•    Employee referral programme.

Pay Transparency Statement

The monthly base salary range for this position is 6,600.00 PLN Gross to 8,800.00 PLN Gross.
Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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