Offer summary

Qualifications:

Fluent in Russian and English., Legal documentation to work in Portugal (fiscal number, social insurance number, work permit if not an EU citizen)., Experience in Customer Service, IT Support, Technical Support or related fields., No mandatory need for a college/university degree..

Key responsabilities:

Provide service desk support to external customers and users.

Document and track all incoming customer/user calls for immediate remedy and closure.

Investigate, examine, troubleshoot and solve hardware and software issues quickly.

Maintain records of all calls from customers using designated Service Management tool.

Job description

Alphanumeric is hiring an English and Russian-speaking Customer Service Helpdesk to work from home providing level one technical support in English/Russian to clinical clienteles via inbound calls, emails and tickets. Our positions don't involve any sales or providing medical advice.

Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in Portugal (fiscal number, social insurance number and title of residence if you're not a citizen). If you do not meet these requirements please do not apply.

Please apply with your resume in English.

Why should I apply, you may ask?

Fully remote position, from wherever you want in Portugal
Working hours: Flexible schedule, availability to work MON to FRI in Portugal + USA business hours
The training weeks will be 4 and the schedule is from 13h00 - 22h00 (Portugal) // after completing the training you will have the normal shift.
Salary of 15.000€ gross/year (divided in 12 or 14 payments, as you wish).
Potential starting date: May 12th (to be confirmed)
Teleworking of 50€ gross fixed per month
Private health insurance
Full training provided and dozens of E-Learning courses available
No mandatory need for a college/university degree

Mandatory Requirements:

Fluent in Russian and English.
Legal documentation to work in Portugal (fiscal number, social insurance number and work permit if not an EU citizen)
Experience in Customer Service, IT Support, Technical Support or related fields.

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 Responsibilities:

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-to-day communication and interface with customers

Required profile