Technical Support (Remote)

Job Description

Alphanumeric is hiring an IT Support professional in Portugal fluent in English to join our multinational team!

This is a work from home position. No outbound calls involved and no sales. Full equipment provided. You will be required to initially work from our office based in Tagus Park, Oeiras for Training then once proficient you may work from home. We offer a Benefits package to include: Ticket restaurant/Medical Insurance/Internet Payment.
You will be working shift hours - Monday to Friday from 1pm to 10 pm (Lisbon time). This role is supporting the US market.

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 the 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 the designated tool
• Maintain records of all calls from customers using the 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 demeanour and attitude in the day-to-day communication and interface with customers
• Provide support and instruction for client products
• Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
• Update knowledge base for all clients
• Unlock and reset passwords for user accounts
• Resolve issues for clients using a designated remote access tool
• Ability to have a flexible schedule to assist in responding to emergency support issues and situations
• Other duties as assigned

Job Requirements: Education and/or Experience:
• MUST be fluent in English with excellent written and oral communication skills.
• Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills:
• Proficient in Windows, Microsoft Office Applications
• Basic keyboarding skills, ability to use the mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and/or Mathematical Skills:

• Detail oriented with excellent time management skills
• Exceptional problem solving and organizational skills
• Strong analytical and time management skills
• Excellent verbal and written communication skills

Job Types: Full-time, Contract
Salary: 13,500.00€ /year