Provide first-line technical support to B2B clients, partners, and retail teams in Portuguese and English. Troubleshoot device and application issues, including login, crashes, pairing, and iPad problems. Manage high-volume tickets, accurately document interactions, monitor open cases, collaborate with internal teams, and ensure timely resolution and client satisfaction.
Qualifications
- Bachelor’s Degree or higher
- Native-level proficiency in Portugese, advanced proficiency in English (written and verbal)
Minimum 1–2 years of experience in helpdesk, customer service, or technical support or similar (B2B Consumer-oriented environment preferred).
Ability to multitask and manage time effectively in a high-volume ticket environment.
Experience using CRM or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow).
Customer-oriented with strong problem-solving and analytical skills.
Technical Skills:
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office
Provide first-line support to business clients, partners and retail teams
Manage and resolve B2B inquiries related to device and app usage, device and app login issues
Collaborate with internal teams to ensure timely and accurate responses.
- Troubleshoot technical and operational issues related to devices’ common issues (app crash, pairing issues, iPad issues…)
- Ensure all cases and interactions are accurately logged in the ticketing system
- Monitor and follow up on open tickets to ensure timely closure and client satisfaction
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