Job details

App Technical Support Associate with Portuguese

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Career level
Entry (0-2 years)
Employment type
Full time
Spoken languages
Portuguese - Advanced
* all languages are compulsory
Number of vacancies

Key Responsibilities: 

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Develops and maintains knowledge of customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training

Preferred Skills and Proficiency Expectations:

  • Customer Interaction Handling
  • Problem Solving & Escalation Management
  • Data Quality
  • Service Level Agreement understanding/handling
  • Organization skills, attention to detail and follow through to resolve any outstanding issues
  • Good technical aptitude with an ability to learn quickly
  • Fluent in Portuguese language and at least Upper Intermediate English 
  • Time management and administrative skills
  • Written and verbal communication skills: manages internal communications and external/client communications
  • Discretion, professionalism, confidentiality and judgment.
  • Computer literacy and working knowledge of Microsoft Office
  • Ability to operate office equipment (printer, phone, photocopier, etc.)
  • Team player with interpersonal and conflict management skills
  • Self-Motivated, positive attitude and approach.
  • Flexibility to take on additional responsibility and tasks when required