Technical Support Analyst (Portuguese or Italian Speaker)

📋 Description

• Provide world-class customer service to resolve concerns and retain customers
• Build long-term relationships with external clients to ensure loyalty
• Engage with customers via support tickets, email, phone and chat
• Receive inbound inquiries and follow up as needed to ensure a delightful experience
• Meet productivity targets such as tickets processed and response times
• Contribute to Web self-help using knowledge centered support (KCS) principles

🎯 Requirements

• Professional proficiency in Portuguese or Italian (essential)
• 2+ years technical support or IT client interfacing experience
• Matriculation certificate (essential) and/or tertiary qualification in CS/IT (advantageous)
• Basic understanding of Internet principles, networking concepts, web servers and VPNs
• Understanding of PKI, SSL, DNS, HTML, S/MIME, SMTP; networking knowledge advantageous
• Familiarity with UNIX script commands; website/web server administration advantageous

🎁 Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, holidays and additional leave options
• Family-friendly leave policies and supportive programs
• Health and wellness support, including medical cover (where applicable) and gym reimbursements
• Pension, life insurance and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and families