It Support Specialist
2 semanas atrás
Job DescriptionJoin a dynamic team and take your career to the next level by leveraging our state-of-the-art technology and innovative approach.We are looking for a skilled Support Specialist who can provide top-notch support to our clients.In this role, you will be responsible for handling customer inquiries, resolving issues, and providing exceptional service.Key Responsibilities:Provide multi-channel support via phone, email, and chatResolve low-to-medium complexity contacts in a timely mannerRecord all calls and register contacts in the ticket registration platformAttend on-site incidents and troubleshoot workstation computer equipmentDirect each contact to the corresponding resolution group for prompt attentionAdvise users on processes not related to workstation problemsDocument service failures reported by users regarding the attention of the different troubleshooting groupsFollow up on each ticket generated to ensure it is attended within agreed-upon levelsReport real-time problems or failures affecting multiple users as major incidentsMeet productivity and quality goalsAdhere to client-defined processes and standardsRequired Skills and QualificationsTo succeed in this role, you will need:Advanced English language skillsStrong communication (verbal and written) skills in Portuguese and EnglishFamiliarity with ITSM platforms such as ServiceNow and JiraExperience with remote support toolsPrevious experience in a Service Desk environmentBasic understanding of IT infrastructure including Windows OS, Active Directory, networking fundamentals, and hardware troubleshootingAbility to follow and adhere to client-defined processes and standardsBenefitsAs a Support Specialist at TCS, you will enjoy a range of benefits including:Professional development and constant evolution of your skillsOpportunities to work outside BrazilA collaborative, diverse, and innovative environment that encourages teamworkHealth insuranceDental planLife insuranceTransportation vouchersMeal/food voucherChildcare assistanceGympassTCS Cares – free **** psychological assistance (24 hrs/day)Partnership with SESCReimbursement of certificationsFree TCS Learning Portal – online courses and live trainingInternational experience opportunityDiscount partnership with universities and language schoolsBring Your Buddy – refer friends and family to receive bonusesTCS Gems – recognition for performanceXcelerate – free mentoring career platformOthersAt TCS, we believe in creating a workplace that promotes diversity, equity, and inclusion.We strive to build a culture that values individuality and respects all perspectives.
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