Support (Portuguese, English and French Speaker)
HybridLisbon, Lisbon, Portugal
Job Summary
Receive and handle support requests via phone, ticketing system, and chat, logging, categorizing, and prioritizing incidents and service requests. Perform initial diagnosis and resolution of common IT issues, escalating complex incidents to appropriate teams while following up on open tickets to keep users informed. Maintain accurate documentation of troubleshooting activities, contribute to knowledge base updates, and ensure high customer satisfaction through professional, timely support. This role requires fluency in Portuguese, English, and French, with experience using tools like Jira or ServiceNow. Join Inetum's multilingual Service Desk team, serving as the first point of contact for end users across an international environment.
Required Qualifications
- Portuguese, English and French
- 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
- Minimum 1 years of experience in a Helpdesk, Service Desk, Customer Support, or Technical Support role
- 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
Desired Qualifications
- ITIL Foundation certification
- Experience in multilingual support environments
- Knowledge of Genesys, Jira Service Management, or Confluence
- Additional language skills (French, Spanish, Portuguese, or English)
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