Team Leader Support (Portuguese and Spanish Speaker)

We are looking for a Team Leader Support (Portuguese and Spanish Speaker) to join our multilingual Service Desk team, providing first-line IT support to end users across an international environment.

The successful candidate will serve as the first point of contact for incidents and service requests, ensuring excellent customer service, quick issue resolution, and compliance with service level agreements (SLAs).

Key Responsibilities

• Receive and handle support requests via phone, ticketing system, and chat.
• Log, categorize, prioritize, and track incidents and service requests.
• Perform initial diagnosis and resolution of common IT issues.
• Escalate complex incidents to the appropriate support teams.
• Follow up on open tickets and keep users informed of progress.
• Maintain accurate documentation of troubleshooting activities and resolutions.
• Contribute to knowledge base updates and process improvements.
• Ensure high customer satisfaction through professional and timely support.

Required Qualifications

Languages (Mandatory) --- Portuguese and Spanish Speaker

Technical Skills

• Experience using ticketing tools such as Jira, ServiceNow, Remedy, or similar.
• Knowledge of Microsoft 365 applications and Windows environments.
• Basic understanding of IT Service Management (ITSM) processes.
• Experience with remote support tools.
• Experience providing remote support for users' computers (accessing the computer and resolving the issue).
• Familiarity with user account management, access requests, and workplace support.

Experience

• Minimum 4 years of experience in a Helpdesk, Service Desk, Customer Support, or Technical Support role.

• Soft Skills

• Strong communication and customer service skills.
• Problem-solving mindset.
• Ability to work in a fast-paced environment.
• Attention to detail and quality.
• Team-player with a proactive attitude.

• Nice to Have

• ITIL Foundation certification.
• Experience in multilingual support environments.
• Knowledge of Genesys, Jira Service Management, or Confluence.
• Additional language skills (French, Spanish, Portuguese, or English).
  
  What We Offer
• International and multicultural environment.
• Professional development opportunities.
• Ongoing training and career growth.

• Schedule: Monday to Friday
  Contract Type: Full-time