Service Desk Analyst - Portuguese

Position Summary:

• Executes transactions as per prescribed timelines
• Performs Initial troubleshooting to identify root cause and provides resolution to customer
• Reviews ,validates inputs from process executives and assist them to execute transactions without errors
• Provides remote assistance to End Users (phone, email, chat and other channels)

Required Skill Set:

• Minimum 3 years of experience in customer service or Service Desk processes
• Any prior experience in product support involving technical and billing support processes or experience in Service Desk accounts
• Excellent communication skills – C1 equivalent proficiency
• Displays excellent customer service skills and capabilities
• Good presentation skills and client Interfacing capabilities
• Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
• Confidently communicates current performance and improvement ideas with client

Technical Skills

• Knowledge of relevant applications and tools specific to Service Desk.
• Knowledge and hands on experience of Microsoft office tools such as excel, word and PPT
• System software (i.e. operating systems, utilities), packaged (COTS) office productivity software, business applications, etc.,
• Hardware infrastructure, data network remote support for Laptops, Desktops, LAN issues, Printer configuration etc.
• Wireless connectivity, email and printing related requests
• Requests for password resets, account privilege ,user account activation, suspension ,termination, installation and MACD requests
• Issues for Internet related applications such as email clients and web browsers and Office Suites such as Microsoft O365. Chrome, Gmail, Hangouts etc.
• Mobile devices such as IOS, Android and Chromebook devices
• Technical knowledge/expertise to support technical help related queries and trouble shooting.
• Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows.
• Experience in a L1 Service Desk/ tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.

Desired /Good to have experience

• Prior work experience in any Google process
• Worked for Google Cloud Platform or G suite or Google workspace processes in any capacity
• Good knowledge of google products and services example – Google Search , Google Maps, Google Cloud, Chrome, YouTube, Gmail, Google AdSense. Google Drive. Google Pixel, Google Public DNS, Google News, Google +, Google news and Google docs etc.

Language:

• Portuguese proficient
• English proficient

Job duties and responsibilities:

• Provide Remote Assistance to End Users (Phone, Email, Chat and Self-Service)
• Software installation and configuration
• Provide technical troubleshooting to the issues reported by the end users.
• Access management activities
• Register calls and chats in the ticketing tool system.
• Follow up to all the tickets assigned until its closure.

Education and other requirement:

• Graduate
• Willingness to work in rotational shifts