Your responsibilities

• Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure
• Call/Chat/Self-service/Email handling during the assigned period and adhere to break schedules and use the appropriate Aux as applicable
• Ticket re-assignment to PRG's (Problem Resolver Group) if ticket unresolved by L2
• Routing / Chasing of tickets with other PRG's
• Major incident management as per internal policies
• Prepare incident MIS (Major Incident) as per requirements
• Perform proactive Queue Management at the process level
• Creating a Problem ticket based on the trend of calls / ticket
• Sharing the ticket number with the team and routing the problem ticket to the appropriate PRG
• Recording outage / bulletin message in the internal tools
• Updating the outage / bulletin message in the internal tools based on the status update received by the PRG
• Tracking resolution and updating KB
• Callback the user and confirm resolution (wherever applicable)
• Proactive Queue Management
• Offering support to the other team members when dealing with difficult case

Our requirements

• 0-2 years’ experience in a Service Desk / IT Support in a global organization
• Spanish and Portuguese on at least B2 level
• English on at least B2+ level
• Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
• Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers
• Should agree to work in Shifts as per business requirement
• Should have good logical reasoning skills, Customer Service skills
• Should be a team player & work collaboratively with onsite and offshore team

Technologies we use

What we offer

• Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria

• Premium insurance for medical services for employee and familiar member - Luxmed

• Life & Disability Insurance for employees and family members- Generali

• Profitable Voluntary Pension Fund

• Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.

• Integration and cultural events for employees

• Reward and recognition program for high performers

• Employee Referral bonuses

• Relocation assistance - Accommodation, travel and other expenses covered

• Friendly and chill atmosphere and company culture