French/English Help Desk- Remote

Lisbon   |   Full Time

Alphanumeric is hiring a Bilingual Help Desk to work from home providing level one technical support in English and French to clinical clienteles via inbound calls, emails and tickets.

Alphanumeric Systems provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)
Our positions don't involve any selling or providing medical advice. We offer full and comprehensive training.
Work from the comfort of your home
-paid E
-Learning courses
Employee recognition awards
Referral bonus program
Team building activities/events
Continuous coaching, training and development.
**Position Summary:**
-Provide Service Desk support to external customers and users
-Receive, document and track all incoming customer/user calls for immediate remedy and closure
-Utilize computer and database information to update incident status
-Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
**Essential Functions and :**
-Provide service desk support to contracted clients
-Use defined procedures for responding to customer calls
-Collect information from caller and document data elements in designated tool
-Maintain records of all calls from customers using designated Service Management tool
-Provide detailed documentation of all steps involved in resolving customer issues
-Escalate issues to the appropriate department and personnel
-Investigate, examine, troubleshoot and solve hardware and software issues quickly
-Maintain a pleasant demeanor and attitude in the day
-today communication and interface with customers
-Provide support and instruction for client products
-Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
-Update knowledge base for all clients unlock and reset passwords for user accounts
-Resolve issues for clients using designated remote access tool
-Ability to have flexible schedule to assist in responding to emergency support issues and situations
-Other duties as assigned
**Job :**
**Education and/or Experience:**
-MUST be fluent in English and French with excellent written and oral communication skills.
-Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.
**Computer Skills:**
-Proficient in Windows, Microsoft Office Applications
-Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and/or Mathematical Skills:
-Detail oriented with excellent time management skills
-Exceptional problem solving and organizational skills
-Strong analytical and time management skills
-Excellent verbal and written communication skills
**Full time (40 hours/week)
Paid Training is from 9:00 AM to 5:30 PM Monday to Friday
After training, Shift is Monday to Friday 11 am to 6 pm.

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