We are looking for a Service Desk to provide first-line support services. The role involves delivering telephone and email support in both Portuguese and English to citizens and organizations.
Key Responsibilities
- Provide first-line support via telephone and email in Portuguese and English.
- Register, analyze, and respond to requests from citizens and organizations.
- Create and maintain incident records for every interaction within the incident management platform.
- Classify, prioritize, and track incidents according to established procedures.
- Provide information and guidance regarding:
- Entity registration processes
- Self-identification and qualification procedures
- Cybersecurity incident notifications
- Complaints and general communications
- Perform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation.
- Resolve requests during the first contact whenever possible.
- Escalate urgent, recurring, or complex cases to the second-line support team, ensuring complete and accurate information transfer.
- Monitor incidents through to resolution, maintaining a complete history and audit trail of actions.
- Ensure compliance with service levels and quality standards.
- Adhere to confidentiality, data protection, access control, and information security requirements.
- Participate in training and knowledge update sessions as required.
Education
- Bachelor's degree (mandatory minimum academic qualification).
Professional Experience
- Minimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment.
Technical Skills
- Experience with:
- Customer support and service desk operations
- Incident management and ticketing systems
- Contact centre platforms
- Email and telephone support environments
- Strong user-level IT skills, including:
- Microsoft Office Suite
- Web-based applications
- Customer service platforms
- Incident and ticket management systems
- Ability to follow operational procedures, service scripts, and escalation processes.
Languages
- Fluent spoken and written Portuguese.
- Fluent spoken and written English.