English/Spanish Help-Desk (Home Based)

Please note: you have to be located in Portugal in order to have this job.

Alphanumeric is hiring an IT Help-Desk professional in Portugal who is fluent in English & Spanish to join our Spanish team that services our global pharmaceutical client.

This is a work from home position. No outbound calls involved and no sales. Full equipment provided. .

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 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 designated tool
Maintain records of all calls from customers using 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 demeanor 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 designated remote access tool
Ability to have 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 and Spanish 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 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

Work from home
Private health insurance after 3 months of employment;
Initial training fully paid and included in the contract
Monthly meal allowance
Monthly internet package compensation