Service Desk Agent

5 meses atrás

Lisboa, Portugal HCL Technologies Tempo inteiro

**Service Desk Agent - Arabic and French Speaker**

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

As a Service Desk Agent you will be the main point of contact for technical and customer support issues across Europe.

**Responsibilities**
- Manage incoming client contacts and escalations with compassion and proactivity in order to prioritize their needs and provide unique solutions to problems
- Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties) and Quality Engineering teams
- Coordinate regular calls with the client for refills and upgrades to product accessories
- Process both client-generated and internally generated service request tickets within specified delivery times
- Administrative support to certify client details and alter any incorrect information within our stakeholder’s client database
- Flexibility to take on additional tasks as directed by Team Lead

**Qualifications & Experience**
- High School Degree, GED or equivalent
- Bachelor’s Degree in any related field is preferred
- Minimum 1 year of experience in customer support

**Required Language Thresholds**:

- Arabic (C2: Level Fluency)
- French (C2: Level Fluency)
- English (B2: Independent User Level)

**Skills & Knowledge**
- Knowledge of computers and MS Office
- Working knowledge of a customer focused environment
- Effective interactive skills and ability to work as part of a team
- Resilient under pressure and adaptable to unseen work demands
- Flexible attitude towards working patterns including early starts, & Bank Holidays

**Benefits and Perks**
- Permanent contract
- Private health and life insurance from day one in the company
- Hybrid, 2 days in the office and 3 days at home
- Meal allowance on card/voucher
- Career progression opportunities

**Job Types**: Full-time, Permanent

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