Multichannel Support Specialist

2 semanas atrás

Londrina, Brasil beBeeSupport Tempo inteiro

We are seeking a talented professional to join our Service Desk team as a skilled Support Specialist. As a key member of our technical support group, you will play a vital role in ensuring seamless service delivery to our customers. Key Responsibilities: Provide exceptional customer support and resolve low-to-medium complexity contacts in a timely manner Record all calls from the helpline and register the contact in our IT Service Management system Respond promptly to on-site incidents involving workstation computer equipment Direct each contact (ticket) to the corresponding resolution group for prompt attention Advise users on processes not related to workstation problems and provide relevant support Receive and document service failures reported by users regarding troubleshooting groups Follow up on each ticket generated to ensure it is attended within agreed-upon levels according to our service catalog Report real-time issues or failures affecting multiple users to be addressed as major incidents Meet productivity and quality goals set by the organization Required Skills and Qualifications: Essential Skills: Advanced English language proficiency Strong communication skills (verbal and written) in Portuguese/English Familiarity with ITSM platforms such as ServiceNow or Jira Experience with remote support tools Service Desk experience preferred Basic understanding of IT infrastructure including Windows OS, Active Directory, networking fundamentals, and hardware troubleshooting Desirable Skills: Conflict management techniques Knowledge of ITIL principles Experience in multinational environments or supporting global teams Familiarity with Service Desk KPIs Exposure to quality assurance practices Benefits: This position offers excellent opportunities for growth and development in a dynamic and supportive work environment.

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