L1 Support Specialist Portuguese

Posted in , on August 11, 2014


Website companie


Tipul jobului

Full Time



Descriere :

Job description:

• Receiving contacts (chats, self-service generated tickets), first-line user liaison
•  Identification and authentication of the user, recording of incomplete or incorrect user data
• Opening of an incident/request ticket with clear description in English in the ticketing tool
•  Classifying and making an initial assessment of incidents/service requests
•  Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
•  Route all Global Service Desk non solvable incidents/service requests to the appropriate second level workgroup, based on agreed service levels
•  Keeping users informed on how to get updates on request status and progress via self service
•  Call-back function for 2nd level tickets, because of language
•  Knowledge of standard office applications such as MS Office, operating system Windows 7, Windows 8, Lotus Notes and specific client applications
• Performing in international software support delivery processes and environments
• Employing client‘s standard support delivery methodologies and tools
• Maintaining highest client satisfaction
• Applying problem solving techniques
• Analyzing problems/situations, understanding problem impact on client business
• Interacting with client functions consistently until problem solution


Mandatory skills:

• Problem solver orientation
• Excellent communication and listening skills
• Team player
• Very good analytical skills
• Eagerness/willingness to learn
• Fast learner
• Ability to perform under pressure
• Ability to multi-task
• Willingness to travel
• Ability to work in 24/7 shifts
• Excellent analytic  know-how for complex incidents
• Customer facing experience
• Telephone/chat skills with good  tone and pitch articulation and overall speech quality
• Customer focus
• Positive attitude
• General understanding of IT tools and processes
• Strong communication and teamwork skills
• Ability to learn and apply new technology and methodologies in a distributed environment
• Ability to solve problems quickly and completely
• Ability to adapt to changes

• English/Portuguese fluent (written and spoken)


·       Motivating salary

·       Good working environment

·       Medical insurance

·       Annual team building

·       Trainings and certifications

How to apply :

To apply, please send your CV at careers@incrys.ro

Apply Now