Requirements

Operating system

Windows

Our requirements

Soft Skills:

Excellent communication and conversation skills (both verbal and written) Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations Ability to acquire new information quickly and the willingness to do so at all times Willingness to embrace the 24/7 work environment

Technical Requirements:

Understanding of the IT environment and readiness to learn new processes and technologies Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware ITIL knowledge would be an asset

Language Requirements:

Portuguese – at least B2 English – at least B2

Your responsibilities

Tasks:

As an Technical Support Agent with HCL Technologies, you will perform a support role for the Portuguese-speaking customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing.

Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Daily Activities:

Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users Route problems to internal support group Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge Administer and provide User Access in various systems Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions