Alphanumeric is hiring an English-speaking Customer Service HelpDesk to work from home in Portugal providing level one technical support in English to clinical clienteles via inbound calls, emails and tickets.
Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in Portugal (fiscal number, social insurance number and title of residence). If you do not meet these requirements please do not apply.
- Fully remote position, from wherever you want in Portugal
- Working hours: Monday to Friday 40 hours/week with the flexibility to change shifts if needed that can go from 7:00 to 22:00. Due to the global nature of the company and the markets we support, flexibility to change shifts is mandatory.
- Training: Around 4 weeks from Monday to Friday 13h00 - 22h00 Portuguese time.
- Salary of 13.500€ gross/year (divided in 12 or 14 payments, as you wish). Please note there's no meal allowance considering it's a remote position.
- Contract: Permanent (sem termo).
- Internet allowance of 50€ per month
- Private health insurance
- Full training provided and dozens of E-Learning courses available
- No mandatory need for a college/university degree
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Start date: Early July
Mandatory Requirements:
- Fluent in English
- Legal documentation to work in Portugal (fiscal number, social insurance number and title of residence if you're not a citizen)
- Experience in Customer Service, IT Support, Technical Support or related fields.
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