About the role
Job Description
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.
Qualifications
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.