Service Desk Analyst

hace 5 días

Monterrey, México uptalent sa de cv A tiempo completo

**Service Desk Analyst - Portuguese**

Workplace: San Nicolás de los Garza, MTY

**Requirements**:

- Education: Lic. or Engineer. Technical Career or Baccalaureate
- Able to maintain a fluent conversation in Portuguese and English level Intermediate-Advanced to Advanced

Mandatory experience:

- Minimum 3 years of experience in customer service or service desk processes
- Any previous product support experience involving technical support and billing processes or service desk account experience - (required)
- Demonstrates excellent customer service skills and capabilities.
- Good presentation skills and ability to relate to clients.
- Confidently communicates current performance and improvement ideas to the client.
- Technical knowledge
- Knowledge and practical experience of Microsoft office tools, such as Excel, Word and PPT.
- Hardware infrastructure, remote data network support for laptops, desktops, LAN issues, printer configuration, etc.
- Password reset requests, account privileges, user account activation, suspension, cancellation, installation, and MACD requests.
- Mobile devices such as IOS, Android and Chromebook
- Technical knowledge/experience to support queries related to technical help and problem resolution.
- Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows.
- Experience in an L1 service desk/technical support process providing remote support for laptops/desktops/LAN issues/printer configuration etc. (mandatory)

Aim:

- Executes transactions according to prescribed deadlines
- Performs initial troubleshooting to identify root cause and provides solution to customer.
- Reviews, validates input from process executives and helps them execute error-free transactions.

Position functions:

- Software installation and configuration.
- Provide technical troubleshooting to issues reported by end users.
- Access management activities.
- Record calls and chats in the ticketing tool system.
- Follow-up on all assigned tickets until they are closed.

Vacancy hours:

- Monday to Friday from 8-11, and weekends 11-11, 9 hour shifts.
- Rotating shifts every 2-3 months, it is a temporary remote position with no date to return, but you should have no problem returning or relocating if you are outside of Mty.
- During training, 2-3 weeks of face-to-face training are mandatory

we offer:

- Benefits: Law and Superiors
- 12 days of paid vacation the 1st year.
- Vacation bonus: 25% of daily salary.
- Christmas bonus: 15 days of base salary.
- Part of profits.
- every 6 months).
- Major health insurance for the employee and his/her eligible dependents (husband/wife, children). Maximum benefit: 1,000.00 general minimum monthly salaries.
- Life insurance: the policy will pay 24 times the monthly base salary up to 3,000,000.00 MXN to the employee's beneficiaries in the event of death,
- disability or organic loss.
- Professional development of employees through training

Thank you for your interest in joining our team

**Job Types**: Full-time, Permanent

**Salary**: $19,000.00 - $20,000.00 per month

**Language**:

- portugues (required)

Work Location: In person

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