Support Specialist with English (Hybrid)
Shiji Group
- Faro
- Permanente
- Horário completo
- Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.
- Understand our customer needs, expectations and assist them using our applications.
- Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
- Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
- Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
- Experience of supporting customers over the phone
- Experience using Remote Access Tools to support customers
- Networking skills – Setting up, troubleshooting and configuring
- Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration
- Experience in a customer facing role working to defined levels of service delivery
- Experience of using IT systems to include OS installation and configuration
- Fluent in English and Spanish
- Ability to work in 24/7 shifts
- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
- Ability to work independently and in a team environment.
- Operates with energy, direction, speed and quality
- Experience of writing knowledge base articles for internal publication
- Mentoring colleagues when faced with challenging issues
- Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
- Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.
INTERESTED?
- Looking forward to your application under specification of your possible starting date and salary expectations.
- Please don’t forget to put the clauses you accept in your resume:
- I agree that my personal data will be processed by Shiji Portugal, S.A. in order to recruit for the position I am applying for.
- I agree to the processing of my personal data by Shiji Portugal, S.A. for the needs of future recruitment.